CUSTOMER SATISFACTION 2014 STUDY
CHICAGO
PREPARED FOR: METRA
PREPARED BY:
IN COOPERATION WITH: REGIONAL TRANSPORTATION AUTHORITY - RTA THE BLACKSTONE GROUP IPSOS
FEBRUARYMARCH 2015 Customer Satisfaction Study Metra Report: 2014
This report was prepared in cooperation with the U.S. Department of Transportation, Federal Highway Administration, Federal Transit Administration, Illinois Department of Transportation, and the Regional Transportation Authority. The contents reflect the views of the author who is responsible for the facts and accuracy presented. The contents do not necessarily reflect the official views or policies of IDOT or U.S. DOT. This report does not constitute a standard, specification, or regulation.
The Blackstone Group Ipsos Vlecides-Schroeder Associates Page | i Customer Satisfaction Study Metra Report: 2014
Table of Contents
Executive Summary ES-1 Key Findings ES-1 Recommendations ES-7 1. Introduction 1 Background 1 Study Methods 1 Glossary 4 Abbreviations 4 Tables 5 2. Demographics 6 Gender 6 Age 6 Ethnicity 8 Education 8 Household Income 9 Employment 10 Auto Availability 12 3. Ticket Usage 14 4. Ticket Purchases 17 5. Metra Usage Patterns 21 6. Trip Purposes 22 7. Access and Egress Modes 23 8. Parking 28 9. Communications and Information Preferences 31 10. Customer Satisfaction 32 Communications and Information 33 Service Availability and Quality 34
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Safety and Security 36 Cleanliness 38 Comfort 39 Courtesy and Knowledge of Metra Personnel 40 Regional Service 41 Reasons that People Travel by Metra 44 Overall Satisfaction with Metra Service 47 Importance of Factors that Influence Satisfaction 49 11. Concluding Observations 51 Appendix A: 2014 Modes of Station Access and Egress Tabulations A-1 Appendix B: Sample 2014 Origin-Destination Survey B-1 Appendix C: Sample 2014 Customer Satisfaction Survey C-1
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List of Figures Figure ES-1: Respondents’ Age Trends - Selected Measures ES-2 Figure ES-2: Household Income Trends - Selected Measures ES-2 Figure ES-3: Trends in Ticket Purchase Locations, Selected Data ES-3 Figure 2.1: Car Availability by Metra Line 12 Figure 2.2: Car Availability by Time/Direction 13 Figure 2.3: Car Availability by Boarding Fare Zone 13 Figure 3.1: Metra Ticket Type by Number of Trips per Month 15 Figure 7.1: Top Three Access Modes by Boarding Fare Zone 25 Figure 10.1: Satisfaction with Selected Communications Attributes, 2011 v 2014 33 Figure 10.2: Satisfaction with Information Attributes 34 Figure 10.3: Level of Satisfaction, Service Availability and Quality 35 Figure 10.4: Satisfaction with Safety and Security Attributes 37 Figure 10.5: Satisfaction with Cleanliness 38 Figure 10.6: Satisfaction with Comfort Attributes 39 Figure 10.7: Courtesy of Metra Personnel 40 Figure 10.8: Satisfaction with Personnel’s Ability to Assist Customers 41 Figure 10.9: Satisfaction with Regional Transit Attributes 42 Figure 10.10: Percent of Respondents Indicating “Not Applicable” for Regional Characteristics 43 Figure 10.11: Reasons for Traveling by Metra 45 Figure 10.12: Top Five Attributes, Inbound AM Peak 46 Figure 10.13: Top Five Attributes, Outbound AM Peak 46 Figure 10.14: Five Top Attributes, Inbound Midday 46 Figure 10.15: Top Five Attributes, Outbound Midday 46 Figure 10.16: Overall Satisfaction Indicators, 2011 v. 2014 48 Figure 10.17: How Metra Meets Overall Expectations 49 Figure 10.18: Likelihood of Recommending Metra 49 Figure 10.19: Key Drivers of Satisfaction, Quadrant Chart 50
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List of Tables Table ES-1: Overall Satisfaction by Line,Mean Score ES-4 Table ES-2: Respondent Satisfaction--Highest and Lowest Attributes by Mean Score ES-5 Table ES-3: Top Reasons for Riding Metra ES-5 Table ES-4: Percent Satisfied with Regional Service Attributes ES-6 Table ES-5: Percent Favorable, Other Measures ES-6 Table 1.1: Proportion of CSS Returns, Compared to Previous Surveys and Rider Counts 3 Table 1.2: Glossary of Terms 4 Table 1.3: Train Lines and Other Abbreviations 5 Table 2.1: Gender by Metra Line 6 Table 2.2: Comparative Age Distribution 7 Table 2.3: Age by Line 7 Table 2.4: Age by Time of Day and Direction of Travel 8 Table 2.5: Race by Metra Line 8 Table 2.6: Educational Attainment by Time/Direction 9 Table 2.7: Educational Attainment by Metra Line 9 Table 2.8: Household Income by Metra Line 9 Table 2.9: Employment Status by Ticket Type--2011 10 Table 2.10: Employment Status by Ticket Type—2014 10 Table 2.11: Employment Status by Time/Direction 11 Table 3.1: Metra Ticket Type Typically Used, by Time/Direction 14 Table 3.2: History of Ticket Type Used 14 Table 3.3: Metra Ticket Type by Household Income 15 Table 3.4: Number of One-Way Metra Tickets Purchased in a Typical Month 15 Table 3.5: Ten-Ride Metra Tickets Purchased in a Typical Month 15 Table 4.1: Buy Tickets through a Commuter Benefit Program by Time/Direction 17 Table 4.2: Access to Commuter Benefits by Time/Direction* 17 Table 4.3: Ticket Payment Method by Metra Line 18 Table 4.4: Ticket Payment Method by Ticket Type 18 Table 4.5: Ticket Payment Method by Household Income 19 Table 4.6: Ticket Purchase Location by Metra Line 20 Table 4.7: Ease of Purchasing Tickets, Respondents Riding One Year or Less 21 Table 4.8: Ease of Purchasing Tickets, Respondents Riding One Year or More 21 Table 5.1: Length of Time as a Rider 21 Table 5.2: Number of Trips in a Typical Month 21 Table 6.1: Trip Origin Location by Time/Direction 22 Table 6.2: Trip Purpose by Time/Direction 22
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Table 7.1: Access Mode by Metra Line 24 Table 7.2: Access Mode by Boarding Fare Zone 25 Table 7.3: Access Mode by Time/Direction 26 Table 7.4: Egress Mode by Time/Direction 27 Table 7.5: Egress Mode by Metra Line 28 Table 8.1: Average Parking Costs by Permit Type 28 Table 8.2: Parking Permit Type by Metra Line 29 Table 8.3: Parking Payment Method by Zone 29 Table 8.4: Parking Availability and Cost, Respondents Riding One Year or Less 30 Table 8.5: Auto Safety in the Parking Lot at the Boarding Station 30 Table 9.1: Ease of Obtaining Travel and Fare Information, Respondents Riding Less than One Year, Overall 31 Table 9.2: Ease of Obtaining Travel and Fare Information, Respondents Riding Less than One Year, by Ticket Type 31 Table 10.1: Satisfaction Ratings, Scale 33 Table 10.2: Clarity of Signs to Connecting Buses and Taxis 34 Table 10.3: Satisfaction with Service Availability and Quality by Line 35 Table 10.4: Satisfaction with Travel Time and Reliability by Time/Direction 36 Table 10.5: Comparative Satisfaction with Service Availability and Quality, 2011 v. 2014 36 Table 10.6: Satisfaction with Safety and Security Attributes by Line 37 Table 10.7: Comparative Satisfaction with Safety and Security Attributes, 2011 v. 2014 37 Table 10.8: Satisfaction with Cleanliness Attributes by Line 38 Table 10.9: Comparative Satisfaction with Cleanliness Attributes, 2011 v. 2014 39 Table 10.10: Satisfaction with Comfort Attributes by Line 39 Table 10.11: Comparative Satisfaction with Comfort Attributes, 2011 v. 2014 40 Table 10.12: Satisfaction with Courtesy Attributes by Line 40 Table 10.13: Comparative Satisfaction with Courtesy Attributes, 2011 v. 2014 40 Table 10.14: Comparative Satisfaction with Personnel’s Ability to Assist Customers, 2011 v. 2014 41 Table 10.15: Satisfaction with Regional Service by Line, Selected Attributes 43 Table 10.16: Comparative Satisfaction with Regional Service, 2011 v. 2014 44 Table 10.17: Reasons Cited for Traveling by Metra, by Ticket Type 47 Table 10.18: Overall Satisfaction with Metra 47 Table 10.19: Value of Service for Fare Paid 48 Table 10.20: Using a Quadrant Chart 50
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Executive Summary
In Spring 2014, two surveys were conducted for Metra, Northeastern Illinois’ commuter rail agency. One was an Origin-Destination (O-D) Survey, administered in the traditional manner on all eleven Metra lines, and the other was a Customer Satisfaction (CS) Survey. The two linked surveys employed methodology that was unlike previous surveys in that the latter survey was conducted entirely online, accessed via a link that was provided in the O-D survey. The survey methodology, summarized in the next section of this report, is detailed in a separate Methods Report. The Regional Transportation Authority (RTA) was also part of the client group. RTA sponsored similar surveys with Pace in 2013 and with CTA in 2014, permitting all three northeastern Illinois transit agencies to evaluate customer satisfaction with their services on a comparable basis. Metra’s O-D survey sought information about how respondents get to and from their train stations, their trip purposes, what type of tickets they use and how they pay for them and, of course, their origins and destinations. The CS survey focused on customer satisfaction with respect to many service attributes including information and communications with passengers, service and performance quality, personnel, personal preferences, and demographics. These surveys, which are the latest in a series of system-wide surveys that started in 1985, provide Metra with a continuum of data about its customer base, permitting the agency to monitor and address both subtle and dynamic changes in its market, as well as real or perceived concerns about the quality of service, and the demographic profiles of its riders.
Key Findings
Metra’s Customers Metra’s customers travel on the system for various reasons. While it may be possible to infer information about discretionary or leisure travelers, the survey did not focus on those market segments. Rather, Metra’s core market is and always will be the traditional trip into the City for work and, for the most part, the survey data reflect these trips. ▪▪ The majority of the AM peak respondents travel inbound for work purposes (81%), and about 5% go outbound for work purposes. Another 3% of all morning respondents travel to school. ▪▪ Respondents are highly educated, with 72% having either a college or post-graduate degree, up from 66% in 1999. Even more reverse commuters, 78%, fall into this group of highly educated people. ▪▪ Autos are available to 80% of all respondents, indicating that most of them prefer riding Metra to driving. ▪▪ Ninety-five percent (95%) of respondents speak English at home. ▪▪ Metra’s customers continue to age, as does society as a whole. Based on survey responses, the average age of a Metra rider is 45. Although the proportion of respondents who are under 30 has stayed quite constant since 1999, the percent of respondents who are 50 or older has increased from 26% in 1999 to 42% in 2014 (unchanged from 2011). In striving
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to continuously grow its market, tactics such as mobile ticketing can provide a tool that may appeal to younger riders.
Figure ES-1: Respondents’ Age Trends - Selected Measures
▪▪ Average annual household income of respondents is $109,400, and about one-quarter have household incomes that exceed $150,000, up from 20% in 2005. Meanwhile, the proportion of those with annual household income of under $25,000, 6% in 2014, has remained relatively constant.
Figure ES-2: Household Income Trends - Selected Measures
▪▪ Respondents have been riding Metra trains for over 10 years, on average, with 13% riding for one year or less, and 19% riding for more than 20 years. The challenge is to keep newer riders on the trains. ▪▪ Metra’s customer base is dynamic and complex, including not only peak period commuters but also recreational customers, weekend riders, occasional users and reverse commuters. Each of these segments is a growing portion of the Metra market. While the survey results reflect the fact that most trips during a given week are peak-period work trips into and out of downtown Chicago, it is important to recognize the much larger and broader set of Metra customers in the Chicago region, of whom only a portion may have been riding on the day(s) of the survey.
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Using Metra’s System ▪▪ Most respondents, 72%, use monthly tickets. This is up 8% since 2011, with a corresponding decrease in use of ten-ride tickets. Most likely, the February 2013 elimination of discounts on the ten-ride tickets influenced this shift. (Although monthly tickets represent most trips, in terms of total number of tickets sold in any given month, they account for less than 10% of overall monthly sales, according to Metra’s monthly Ridership Trends reports.) ▪▪ The predominant method of paying for tickets is with credit or debit cards (42%), followed by use of commuter benefit programs (37%, up from 11% in 2005). ▪▪ Commuter benefit programs have gained in popularity with both riders and employers, and 58% of respondents on AM peak inbound trains take advantage of them. ▪▪ Over half of Metra’s respondents purchase their tickets from a station agent; 10% purchase them through vending machines, and fewer than 10% purchase tickets by mail. In 2005, over 60% purchased tickets from a station agent, 19% bought tickets by mail, and just 2% used vending machines, which were available only on the ME line and at downtown terminals. These substantial shifts in purchase patterns are undoubtedly related to availability of more payment choices and equipment, as well as effective marketing of the commuter benefit programs.
Figure ES-3: Trends in Ticket Purchase Locations, Selected Data
*Available on ME only in 2002 and 2011
▪▪ Over 50% of the AM respondents get to their origin stations by auto, and about one- fourth walk. For egress from their destination stations, the vast majority, 77%, walk to their ultimate destination. ▪▪ About 5% of Metra’s respondents report using Pace or CTA to access their boarding stations, and about two-thirds of this group use Ventra cards to pay their CTA or Pace fares. ▪▪ According to respondents, parking fees have increased substantially since 2011, about 25% in some categories, adding to the total cost of commuting. ▪▪ Respondents who are new to the system find it easy to obtain travel and fare information.
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Over half of all respondents rely on Metra’s website as a principal source, while almost 30% use traditional printed information sources. ▪▪ During service delays, respondents rely on multiple sources for information, mainly on- board and station announcements. Almost one-half of respondents have signed up for service alerts, and most of them (78%) find the alerts helpful.
Customer Satisfaction Unlike previous surveys which were conducted during autumn, the 2014 Customer Satisfaction Survey was conducted in spring, after Chicago’s worst winter in many years. During that winter, Metra repeatedly experienced significant weather-related service problems such as frozen switches, frozen doors and more, aggravated by aging equipment. Despite frustrations experienced by regular customers that are undoubtedly reflected in the survey results, respondents were, overall, more satisfied than dissatisfied with all attributes that were ranked. Nevertheless, satisfaction ratings are lower than they were in 2011, particularly on the BNSF, which represents Metra’s busiest line. ▪▪ Comparing results to the 2005 and 2011 surveys, customer satisfaction on almost every line, and for Metra overall, has diminished. (The one exception is HC which ranked lower in 2011 than in 2014.) Compounding the service issues, Metra has also imposed significant fare increases during this period. Beyond the reasons already discussed, a contributing factor is that the equipment is older and more prone to mechanical problems. Unfortunately, identifying resources for capital reinvestment is difficult in this period of constrained resources. However, finding a way to address this problem is critical to Metra’s ability to maintain its market share.
Table ES-1: Overall Satisfaction by Line, Mean Score
2005 2011 2014 ME 7.7 7.7 7.6 UP-N 7.9 7.8 7.3 RI 7.9 7.6 7.2 MD-N 7.8 7.7 7.2 UP-W 7.5 7.5 7.0 MD-W 7.5 7.5 6.8 Overall 7.7 7.4 6.7 UP-NW 7.9 7.7 6.3 SWS 6.4 6.3 6.2 HC 6.2 5.6 6.1 NCS 7.2 7.7 6.1 BNSF 7.7 7.2 5.8
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▪▪ Respondents are very satisfied with safety and security of the system, which achieve the highest ratings of all attributes. Three of the five lowest scoring attributes are related to communications which the agency should be able to address.
Table ES-2: Respondent Satisfaction--Highest and Lowest Attributes by Mean Score Highest Rated Attributes How safely the train is operated 8.4 Personal safety onboard the train 8.4 Personal safety at boarding station 8.1 Personal safety at destination station 8.0 Security of purchasing tickets on-line 8.0 Lowest Rated Attributes Comfort while waiting at station 6.5 Notification of service changes 5.9 On-board communications during service delays 5.7 Number of scheduled trains in non-rush hour 5.6 Announcements of delays at station 5.5
▪▪ Historically, being on-time is the number one importance attribute (for 80% of on-line respondents and 60% of paper survey respondents in 2011 and 38% in 2005). In 2014, respondents were asked to identify their top five reasons for riding Metra but this did not call for ranking these in order of importance. In 2014, 27% of respondents selected “Avoid road congestion” as among the five reasons they chose to ride Metra.
Table ES-3: Top Reasons for Riding Metra Avoid road congestion 27% Convenience 13% Cost savings 12% It’s my preferred travel option 10% It’s my only travel option 10% I use the time to work/read/nap 8% Less stress 8% Time Savings 5% On time reliability 2% Environmental concern 1% I enjoy relaxing 1% Safety 1% I enjoy the social time <1%
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▪▪ The first time that regional service attributes were incorporated into a CS survey was in 2011. Regional satisfaction rankings have also declined even when there has been no actual change in the attribute itself. This may also reflect the generally reduced satisfaction attributed to fare increases and service issues. CTA and Pace have also experienced this trend, and improved coordination of regional services continues to be an important public policy priority for RTA along with all of the service boards.
Table ES-4: Percent Satisfied with Regional Service Attributes 2011 2014
Availability of public transportation throughout the six-county 78% 74% Chicago Region when and where you need to travel
Travel information obtained through the on-line RTA regional trip n/a 74% planner Information and service received from the regional RTA Travel n/a 71% Information Center Overall satisfaction with public transportation in the SIX-COUNTY 82% 71% CHICAGO REGION Ease of transferring to other transit services 78% 67% Availability of parking when using public transit 74% 69% Ease of paying for transfers 77% 62% Signage directing you to Pace or CTA from Metra 70% 61%
Coordination of schedules among Metra, CTA, Pace 73% 60%
▪▪ Eighty-seven percent (87%) of respondents indicated that they would recommend the service to other people. Another 71% indicated that Metra meets or exceeds overall expectations. These figures compare to 94% and 87%, respectively, in 2011. Thehigh ratings indicate confidence that the train, when it is an option, is perceived as a viable and preferred alternative.
Table ES-5: Percent Favorable, Other Measures Likelihood of recommending Metra to others 87% Metra meets or exceeds expectations overall 71%
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Recommendations
▪▪ Recognize that recreational, infrequent and new users to the system, as well as non-users, present the largest opportunities for growth. Expanding product offerings to increase usage and attract new customers from the region’s broad base of prospects remains crucial. ▪▪ Consider alternative pricing structures to further strengthen Metra as a cost-effective alternative to driving. An off-peak fare may provide an incentive that is attractive to the large number of infrequent and occasional riders, many of whom are new to the system and potentially more price sensitive. ▪▪ Review data for insight into conditions that influence travel decisions and provide important sensitivity information related to fares and schedules adjustments. As resources permit, examine the impact of the 2012 and 2013 fare increases on per-trip costs for those who are not commuting daily, and the corresponding relationship to the type of ticket they purchase. ▪▪ Test and track the effectiveness of trial marketing incentives to attract ridership; the incentive trials would be made possible by the planned introduction of mobile ticketing in 2015. Mobile ticketing may also be a tool that appeals to younger riders, a segment that should be targeted in a trial, as it is critical to growing the market. ▪▪ Use “micro” analysis to explore mode of access, unique to boarding stations, and “last mile” egress issues. ▪▪ Maintain a high profile in the transportation marketplace. Current Metra marketing themes continue to resonate as reasons why customers take the train; emphasizing them may help retain more of the customer base. ▪▪ Review and refine communications protocols, building on Metra’s existing response procedures to improve customer perceptions of public communication during service interruptions. Enhancements should be consistently communicated to the public. ▪▪ Address signage, as resources are available, to benefit both Metra and its customers. ▪▪ Work with village managers to maintain a reasonable line on parking costs for Metra’s customers because parking is considered in the overall cost of using Metra services. Also, consider balancing the mix of spaces allocated to permit and daily parking to meet changing customer needs and provide infrequent users an opportunity to drive and park, too. Consider programs that utilize unused permit spaces, possibly making them free, after a set morning time. The data can assist in informing local officials about the challenges Metra faces, the role they have in future success, and the standards expected by Metra’s customer base. ▪▪ Share the high satisfaction scores achieved by front line personnel with the employees to show appreciation and acknowledge the importance of their roles in a customer’s experience when riding the train. ▪▪ Review conditions to determine whether low-cost, high impact adjustments could be made to improve customer satisfaction. Low-scoring attributes that could be the focus of such a review are “comfort while waiting” and the “number of scheduled trains in the off-peak.” ▪▪ Develop a planning and marketing agenda which addresses the long-term needs,
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considerations, and goals for increasing ridership within various niche markets. ▪▪ Adopt on-going surveying as a routine research tool with on-line survey panels to monitor customers’ perceptions of various attributes over time. ▪▪ Use the information provided by the 2011 and 2014 surveys to refine service andto develop marketing campaigns. Even though the data are not exactly comparable, the emphasis and importance of the various attributes are noteworthy and can provide a platform for Metra’s marketing messages and strategies.
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1. Introduction
Background Metra, the Regional Transportation Authority’s Commuter Rail Division that serves the six-counties of northeast Illinois, is one of the largest commuter rail systems in the United States. On a typical weekday in Spring 2014, there were about 268,000 passenger trips on the eleven lines in Metra’s network. During Spring 2014, two major surveys were conducted to update information about Metra’s passengers and to gain current insight into its market: (1) an Origin-Destination Survey to gather data about trip purposes and travel patterns, and (2) a Customer Satisfaction Survey. The 2014 survey is the latest in a series of Metra market research studies. Several others have been conducted since 2000, most recently in 2011. The goal of the Customer Satisfaction Survey was to learn customer opinions about service quality and other attributes, as well as obtain information about customer loyalty, preferred fare instruments, payment methods, modal preferences and demographics. Providing significant financial support for the Customer Satisfaction Survey, the Regional Transportation Authority (RTA) framed questions for the survey instrument to be consistent with questions also asked by both Pace and CTA, while assuring that the survey would satisfy reporting requirements as specified by the Illinois General Assembly. Questions used in the 2014 survey were formulated to be consistent with the 2011 survey and also provided the framework for future surveys, thereby allowing for comparisons over time. On those occasions when new information needs were identified, questionnaires have been modified to elicit additional data. For Metra’s purposes, questions were crafted to provide information about travel behaviors and preferences, and that would also yield important insights about customer perceptions of quality across a wide range of service attributes throughout Metra’s network. This report summarizes the findings of the 2014 surveys conducted by The Blackstone Group, in association with Ipsos and Vlecides-Schroeder Associates. It includes a synopsis of results from the Origin-Destination Survey while providing a more detailed summary analysis of data collected in the Customer Satisfaction Survey.
Study Methods In 2013, Metra contracted with a team led by The Blackstone Group and including Ipsos (formerly Synovate, Inc.), Vlecides-Schroeder Associates, Inc. and Seville Staffing LLC to conduct the latest system-wide origin-destination and customer satisfaction surveys. The assignment was two-fold: ▪▪ First, to design and execute an on-board Origin-Destination (O-D) Survey covering the entire Metra system on all weekday morning trains operating from start of service until noon. This survey was essentially a complete census; and ▪▪ Then, to design and execute a companion Customer Satisfaction Survey (CSS) conducted on-line. Respondents who accepted the OD survey were provided with a link to the CSS, and a unique password. This survey, which entailed a methodology entirely new to Metra, could be completed using a personal computer, a tablet, or a smart phone.
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Pretest. Because, for Metra, this wholly online data collection method was untried, the study team conducted a pretest to determine whether it would be possible to achieve an acceptable and representative response, and if an incentive would stimulate a higher response rate to the CSS. The pretest also afforded the opportunity to refine the O-D survey, specifically to improve accuracy of responses to open-ended address questions that are used for geocoding. Although no procedural changes resulted from the pretest, there were some refinements to encourage riders to complete the CSS. Other important outcomes were that: there was no advantage to offering an incentive (in fact, the CSS response rate was somewhat higher among those who did not receive the incentive offer); and a confirmation that the follow-up procedure of sending reminder emails to riders who provided their addresses, was quite effective. Questionnaires.The O-D questionnaire was in a format similar to the one used in previous surveys, designed to accommodate all 12 questions on card stock that was sized to conform to postal regulations. It incorporated a pre-addressed business reply panel, and a tear-off tab providing log- on and password information to link to the on-line CSS of 71 questions with multiple choice and scaling the predominate styles. Skip patterns were also employed to further refine responses by particular segments (such as new versus seasoned riders). Sample. The O-D survey was virtually a census of riders on all weekday trains operating from start of service through a noon arrival into or departure from the downtown Chicago terminals. The CSS was available to all of these riders as well. Data Collection. The origin-destination survey was distributed on the trains over an eight week period from April 23rd to June 21st, 2014. Most of these questionnaires were returned on the trains, but about 4% (or 2,550) were mailed back. Online completion was also an option. The CSS was available to passengers during the same period, but the online field was not closed until August 4th to allow ample time for completion. To enhance the customer satisfaction response, Metra provided email addresses from its database, which the study team used to solicit additional participation in the survey. Response Rates. About 81,700 origin-destination questionnaires were distributed, and more than 64,000 were returned, for an O-D response rate of 78%. These returns include 110 completed Spanish questionnaires and 231 completed online. By industry standards, this is an excellent response, comparing favorably to the 2002 and 2006 studies that each achieved a 77% response. The CSS response was much smaller, 6.2% for respondents solicited through the O-D survey and 5.8% for those solicited through the supplemental sample from 41,141 email addresses. However, the response is statistically valid with a ±5 margin of error (or confidence level). Most importantly, the CSS response is a very representative sample, with responses from riders on over 85% of all AM trains, and it is proportional to the ridership on Metra’s 11 lines. Table 1.1 displays the percent of CSS returns for each line, and the percent of Metra’s riders on each of those lines. The CSS responses derived from the O-D sample, as well as those from the supplemental sample provided by Metra, were weighted according to the rim weighting method. Weighting is a technique that enlarges the survey sample to the entire population (of riders, in this instance). Rim weighting is based on adjusting data to predetermined targets (e.g. demographic groups, service usage, etc.), and it was necessary to apply this technique to the disparate data sources to develop a unified database.
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Table 1.1: Proportion of CSS Returns, Compared to Previous Surveys and Rider Counts 2011 2014 Customer Customer 2011 Satisfaction 2014 On/ Satisfaction Proportion Line Survey* Off Counts Survey of Riders ** Metra Electric 7.8% 11.6% 12.0% 15.3% Rock Island 8.1% 10.5% 9.0% 11.6% SWS 3.7% 3.5% 3.0% 2.3% Heritage Corridor 1.5% 1.0% 1.0% 0.8% BNSF 22.6% 21.0% 21.0% 20.3% UP West 9.9% 10.2% 9.0% 9.8% Milwaukee West 8.6% 7.6% 7.0% 7.6% UP Northwest 16.2% 13.6% 14.0% 12.6% Milwaukee North 8.5% 8.2% 8.0% 8.3% NCS 3.0% 2.5% 2.0% 1.3% UP North 10.0% 10.5% 13.0% 10.0% Total 99.9% 100.0% 99.0% 100.0% * Unweighted **Source: 2011 Customer Satisfaction Survey A more detailed discussion of study methods appears in the 2014 Methodology Report, a separate document.
Data Analysis. Survey responses were weighted and tabulated for purposes of analysis, with results being segmented based on the following factors: ▪▪ Metra line ▪▪ Downtown terminal destination ▪▪ Direction of travel ▪▪ Length of regular Metra use ▪▪ Ticket type ▪▪ Modes of access and egress ▪▪ Frequency of Metra usage ▪▪ Trip purpose ▪▪ Education level ▪▪ Age ▪▪ Gender ▪▪ Place of trip origin ▪▪ Boarding fare zone
Dividing the data this way facilitates analysis of the multiple market segments of Metra’s customer base, shedding light on the usage patterns, satisfaction and preferences of each group. This analysis notes trends derived from information collected in past surveys. The general consistency of the surveys ensures comparability of data, but there are key differences, such as the recent introduction of questions about satisfaction with services and various attributes as they relate to all carriers in the RTA’s jurisdiction.
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Glossary The glossary defines terms used throughout this report.
Table 1.2: Glossary of Terms
Term Definition AM Peak In Trains arriving in the CBD before 9:16 AM AM Peak Out Trains leaving the CBD before 9:16 AM Trains arriving in or departing from the CBD between 9:16 AM and the end of Midday the survey period, typically noon Reverse Commuters Weekday customers who travel outbound in the AM peak* Traditional Commuters Weekday customers who travel inbound in the AM peak Banners Survey questions used to tabulate data Mean The average of numeric data Categories of customer satisfaction rankings based on a scale of one to ten: Box Score dissatisfied (low box, ratings of one to five); and satisfied (top box, ratings of six to ten) Adjusting data to predetermined targets (e.g., demographic groups) to enlarge Rim Weighting the survey sample to the entire population (riders), to develop a unified database *including those going home after working overnight downtown
Abbreviations The train lines surveyed are listed in the following table, along with the abbreviations for those lines, and other abbreviations that are used throughout the report.
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Table 1.3: Train Lines and Other Abbreviations
Item Abbreviation Metra Electric ME Rock Island District RI SouthWest Service SWS Heritage Corridor HC Burlington Northern Santa Fe BNSF Union Pacific West UP-W Milwaukee District West MD-W Union Pacific Northwest UP-NW Milwaukee District North MD-N North Central Service NCS Union Pacific North UP-N Origin Destination Survey O-D Customer Satisfaction Survey CS, CSS Central Business District CBD Regional Transportation Authority RTA Chicago Transit Authority CTA US Internal Revenue Service IRS Not available; not applicable n/a
Tables Numerous tables appear in this document, most of which present data as percentages. Often, columns do not sum to 100 because of rounding to the nearest whole number. In some instances, the sums may exceed 100% because respondents had the opportunity to select multiple answers, when appropriate. When this latter situation occurs, a note so indicates. All reported data are weighted.
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2. Demographics
The typical Metra respondent is 45 years old and has an average annual household income of over $109,000. Other features of Metra’s customer profile are that: more than half of the respondents are between 40 and 59 years old; most have either college or post-graduate degrees (72%); and most are employed full-time (84%).
Gender Females account for 52% of the CSS respondents, unchanged from the 2011 survey, but a smaller proportion than the 53% in 1999 and 56% in 2005. However, male respondents outnumber females on some lines, particularly those serving the northern corridors of the region.
Table 2.1: Gender by Metra Line Metra Line Female Male ME 69% 31% RI 69% 31% SWS 68% 32% HC 62% 38% MD-W 52% 48% System Average 52% 48% UPW 50% 50% UP-NW 48% 52% BNSF 45% 55% UP-N 44% 56% NCS 41% 59% MD-N 40% 60%
Age Although the age distribution of Metra’s respondents who participated in the 2014 survey has not changed since the 2011 survey, looking back to 1999, Metra’s customer base has aged. In 1999, 26% of respondents to Metra’s survey were 50 or older and 43% were 39 or younger. In 2014, these proportions had reversed: 34% were 39 or younger and 42% were 50 or older. This aging trend is not unique to Metra’s passengers. Rather, it is consistent with that of the overall U.S. population as indicated through comparisons of the 2010 and 2000 U.S. Census data.
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Table 2.2: Comparative Age Distribution
Age 1999 2005 2011 2014* Under 30 15% 17% 16% 16% 30-39 28% 23% 18% 18% 40-49 31% 29% 25% 25% 50-59 20% 23% 27% 27% 60+ 6% 8% 15% 15% *Because rim weighting (adjusting the data to predetermined targets such as demographic groups) was used in 2014, demographic characteristics are essentially unchanged from the 2011 survey
Age distribution for each of the lines is close to the overall distribution for the system, with a few exceptions: ▪▪ Greater proportions of respondents are in the under 30 age group on the ME; ▪▪ Higher proportions of respondents are in the 30-39 age group on the HC and BNSF; and ▪▪ Relatively more respondents are in the 50-59 age group on the SWS and the HC.
Table 2.3: Age by Line Age ME RI SWS HC BNSF UP-W MD-W UP-NW MD-N NCS UP-N Overall Under 30 22% 14% 12% 6% 11% 16% 19% 17% 16% 17% 19% 16% 30-39 13% 17% 16% 25% 23% 18% 20% 16% 18% 17% 17% 18% 40-49 22% 25% 24% 18% 29% 23% 22% 23% 25% 26% 26% 25% 50-59 27% 27% 36% 36% 27% 29% 29% 29% 19% 25% 23% 27% 60+ 15% 18% 13% 14% 12% 15% 10% 15% 22% 15% 16% 15%
Respondents who are reverse (outbound) commuters are younger as a group than those traveling inbound in the AM Peak. Thirty-one percent (31%) are under 30, and 58% are under 40, compared to 13% and 31% respectively. This is consistent with a pattern first observed in 2005. Of respondents traveling outbound in midday, 44% are younger than 25.
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Table 2.4: Age by Time of Day and Direction of Travel Inbound: Inbound: Outbound: Outbound: Age AM Peak Midday AM Peak Midday Overall Under 25 6% 23% 8% 44% 8% 25-29 7% 8% 23% 20% 8% 30-39 18% 7% 27% 1% 18% 40-49 25% 23% 28% 8% 25% 50-59 29% 17% 8% 8% 27% 60+ 15% 22% 7% 18% 15%
Ethnicity Over time, Chicago’s metropolitan region has become more and more diverse and this is reflected in Metra ridership. In 1996, 14% of the respondents were from minority ethnic groups, while about 27% are now. The greatest change occurred in the decade immediately following the 1996 study with just a 3% increase since 2005.
Table 2.5: Race by Metra Line
UP- Race ME RI SWS HC BNSF UP-W MD-W NW MD-N NCS UP-N Overall White/Caucasian 34% 63% 82% 83% 76% 84% 70% 89% 80% 80% 81% 73% Black/African- 54% 29% 9% 3% 6% 8% 5% 1% 2% <1% 11% 13% American Asian/Pacific <1% 2% 3% 3% 12% 4% 15% 7% 10% 16% 4% 7% Islander Hispanic/Latino 11% 6% 5% 10% 6% 4% 11% 3% 8% 2% 4% 6% Other <1% <1% <1% - <1% <1% <1% <1% <1% 1% <1% <1%
Education Metra’s respondents are highly educated, with 72% having either a college or post-graduate degree. As about two-thirds were at this level in 1999, there has been a measurable increase in the level of educational attainment since that time. Outbound AM Peak respondents have an even higher level of education than other Metra respondents, with 78% having either college or post-graduate degrees.
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Table 2.6: Educational Attainment by Time/Direction Inbound: Inbound: Outbound: Outbound: Education AM Peak Midday AM Peak Midday Overall Post graduate degree 29% 32% 37% 15% 30% College graduate 43% 29% 41% 29% 42% Some college or technical school 20% 32% 13% 54% 21% High school graduate 6% 4% 9% 1% 6% Some high school or less 1% 2% <1% - 1%
Table 2.7: Educational Attainment by Metra Line UP- Education ME RI SWS HC BNSF UP-W MD-W NW MD-N NCS UP-N Overall Post graduate degree 22% 16% 16% 17% 32% 36% 21% 30% 37% 27% 50% 30% College graduate 35% 38% 47% 43% 45% 44% 49% 45% 39% 53% 35% 42% Some college or technical school 38% 28% 27% 34% 16% 17% 25% 18% 15% 16% 13% 21% High school graduate 5% 16% 11% 7% 4% 3% 5% 5% 9% 3% 1% 6% Some high school or less - 3% - - 2% - - 2% - 1% - 1%
Household Income The majority of Metra’s respondents live in households with an annual income that approaches $110,000. While incomes have grown overall, the proportion of respondents whose household income is less than $25,000 has remained relatively constant since 1999. In 2014, as in 2011, about one quarter of respondents’ households have an annual income of over $150,000, compared to 14% in 1999, and 20% in 2005. (While this may seem a significant increase in the population with higher earnings, it should be tempered with an understanding that, per inflationary tables, as calculated by the U.S. Bureau of Labor Statistics, $150,000 in 2014 is equivalent to $105,560 in 1999.) Further, in 2014, the highest proportion of households with income under $25,000 occurs among respondents on the ME and UP-N lines. Proportionately, the most households in the highest income bracket and the highest level of education are also on the UP-N line.
Table 2.8: Household Income by Metra Line UP- Household Income ME RI SWS HC BNSF UP-W MD-W NW MD-N NCS UP-N Overall Less than $25,000 11% 9% 5% 2% 4% 1% 4% 4% 6% 4% 10% 6% $25,000-$59,999 33% 21% 18% 13% 14% 18% 15% 12% 14% 13% 12% 17% $60,000-$99,999 33% 34% 32% 34% 26% 28% 27% 26% 23% 27% 25% 28% $100,000- 16% 25% 26% 33% 24% 24% 32% 30% 25% 27% 22% 25% $149,999 $150,000 and over 7% 11% 20% 19% 32% 29% 21% 29% 31% 29% 34% 24%
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Employment As in 2011, 91% of Metra’s respondents are employed, and 84% of them are employed full-time. While the distribution of monthly ticket sales by employment status has not changed significantly in this period, there has been measurable change in ten-ride and one-way tickets. Shifts in the distribution of ticket sales have been influenced by the February 2013 elimination of incentive discounts on ten-ride tickets. ▪▪ Proportionately fewer of those who are employed full-time are purchasing ten-ride and one-way tickets. ▪▪ More respondents who are employed part-time are using both ten-ride and one-way tickets to a greater extent than they were in 2011. ▪▪ Overall, respondents who were students and homemakers, while representing a very small segment of Metra’s total ridership, use one-way tickets as their most common fare, using more in 2014 than in 2011. ▪▪ Although not included in the Table, among those using an RTA Ride Free Permit, the majority are employed full time but, similar to homemakers and students, they represent only a small share, less than 1%, of Metra’s total ridership. It is not possible to compare 2011 and 2014 data for this fare medium because the program itself was, in the interim, completely restructured.
Table 2.9: Employment Status by Ticket Type--2011 Employment Status Monthly Ten-Ride One-Way Overall Employed full-time 93% 75% 49% 84% Employed part-time 3% 14% 15% 7% Student 3% 5% 7% 4% Currently not employed - 1% 8% 1% Homemaker - 1% 5% 1% Retired - 3% 13% 2%
Table 2.10: Employment Status by Ticket Type—2014 Employment Status Monthly Ten-Ride One-Way Overall Employed full-time 93% 67% 42% 84% Employed part-time 2% 18% 20% 7% Student 3% 4% 12% 4% Currently not employed <1% 3% 2% 1% Homemaker <1% 1% 8% 1% Retired - 4% 15% 2% Other 1% 2% 1% 1%
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Of those respondents traveling outbound in the AM Peak, 93% are employed, with the majority (79%) employed full-time. The numbers of responding reverse commuters were greatest on the MD-N and the UP-N lines, followed by the UP-NW and the BNSF.
Table 2.11: Employment Status by Time/Direction Inbound Inbound Outbound Outbound Employment AM Peak Midday AM Peak Midday Overall Employed full-time 88% 49% 79% 49% 84% Employed part-time 6% 10% 14% 12% 7% Student 3% 19% 1% 27% 4% Currently not employed 1% 5% <1% 2% 1% Homemaker 1% 2% 5% - 1% Retired 1% 12% 2% 8% 2% Other 1% 4% <1% 2% 1% Other characteristics of reverse commuting respondents are that: ▪▪ Their average household income, $89,000, is lower than that of the inbound commuters who average close to $115,000, but higher than that of those traveling in the midday; ▪▪ And, 97% of these reverse commuters board trains in fare zones A, B or C, but mostly (58%) in zone A. Further considering employment practices, the 2014 survey also examined workplace dynamics including telecommute, compressed schedules and other modern practices that can influence commuting patterns and Metra ridership. Not surprisingly, workplaces have become more dynamic with schedules shifting from those of traditional office norms. In particular, telecommuting, flextime and compressed work weeks have gained momentum at many Chicago area employers. ▪▪ One-half (50%) of the respondents report that they sometimes telecommute, and 32% report working flex hours. ▪▪ Thirteen percent (13%) work compressed work weeks. ▪▪ Thirty-five percent (35%) are able to leave work early on Fridays during summer months. ▪▪ Eighty-two percent (82%) of respondents report to the same work location every day. With 18% not always working at the same place, both mode choice and ticket type selections may be impacted. Somewhat related to workplace schedules, 16% of respondents indicated that they always take earlier trains to allow for delays, 12% usually do and 38% do so at times. A third (33%) answered that they never take an earlier train. Another 36% drive when they expect to work late or have evening plans. The data provides important insight into conditions that influence travel decisions, and may provide important benchmarks as Metra examines opportunities to adjust fares and or schedules. As to traveling during non-peak times if a discount were provided, 23% indicated that they would do so, suggesting that they do have flexibility in their daily work schedule.
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Auto Availability Auto availability is a key indicator of transit dependence, which may be voluntary rather than a question of means. Given the fact that 80% of Metra’s respondents, overall, have an auto available for their trip indicates that most trips are made by people who could have driven a car instead. The lowest incidence of auto availability occurs on the UP-N, most likely reflecting the short walking distance and the high density of residential neighborhoods immediately adjacent to stations, particularly City of Chicago stations of Clybourn, Ravenswood and Rogers Park, along with all Evanston Stations, where walking is the predominant mode of access/egress.
Figure 2.1: Car Availability by Metra Line
Those who are traveling outbound in the AM Peak have the lowest incidence of auto availability. This may be a result of lifestyle choice among reverse commuters who live near a downtown terminal where where residents have a vast network of transit, ready access to taxis and carsharing options.
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Figure 2.2: Car Availability by Time/Direction
Figure 2.3: Car Availability by Boarding Fare Zone
There is a correlation between boarding fare zone and car availability, particularly in Zones A where unavailability is 48% and Zone B where it is 42%. This notable increase from 2011 and 2005, when car unavailability in Zones A and B was under 35%, may reflect recently reported societal trends relating to decreased auto ownership and increased transit use.
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3. Ticket Usage
Respondents have several options for purchasing tickets, both in type of ticket and method of payment. For regular riders of the system, the monthly pass offers the lowest cost per trip, and allows unlimited rides between the same fare zones throughout the month. Although traditionally, the 10-ride tickets had also been discounted, the discount was eliminated in February 2013. Removing this purchase incentive has been a catalyst to increased monthly pass usage, now 72% compared to 64% in 2011 and 62% in 2005. Without this discount, the only incentive to purchase 10-ride tickets is the convenience of having a ticket available rather than havingto purchase frequently. Yet, for a portion of the respondents, this convenience factor did not provide sufficient inducement to use 10-ride tickets. In addition to the increase in monthly pass usage, those respondents who are using one-way tickets have been purchasing more of them during the month, buying as many as 21 and more each month. Even with the impact of removing the discount, those passengers who use 10-ride tickets are frequent riders as indicated by the total number of 10-ride tickets purchased each month: 43% are purchasing 3 or more and 40% purchase two. Interestingly, among these respondents, multiple purchases of 10-ride tickets have increased in 2014, up from 33% purchasing 3 or more per month in 2011. Perhaps just as influential in purchasing multi-ride tickets is that the 10-ride ticket is not limited to use within the calendar month; the third ticket purchased may be used in a later month.
Table 3.1: Metra Ticket Type Typically Used, by Time/Direction Inbound Inbound Outbound Outbound Ticket Type AM Peak Midday AM Peak Midday Overall Monthly 78% 37% 48% 19% 72% Ten-Ride 18% 34% 35% 29% 20% One-Way 3% 24% 16% 51% 7% Note: Percentages do not add up to 100% due to elimination of categories that had only slight usage, such as “other.”
Table 3.2: History of Ticket Type Used Ticket Type 1996 1999 2005 2011 2014 Monthly 71% 70% 62% 64% 72% Ten-Ride 23% 24% 25% 28% 20% One-Way 4% 4% 9% 7% 7% Note: Percentages do not add up to 100% due to elimination of categories that had only slight usage, such as “other.”
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Table 3.3: Metra Ticket Type by Household Income Ticket Type Monthly Ten-Ride One-Way Overall Less than $25,000 3% 8% 19% 6% $25,000-$59,999 15% 18% 26% 17% $60,000-$99,999 30% 22% 27% 28% $100,000-$149,999 25% 23% 19% 24% $150,000 and over 26% 18% 8% 24%
Table 3.4: Number of One-Way Metra Tickets Purchased in a Typical Month Tickets per Month 21+ 11-20 6-10 1-5 Less than 1 One-Way 2014 25% 14% 25% 25% 11%
Table 3.5: Ten-Ride Metra Tickets Purchased in a Typical Month Tickets per Month 3 + 2 1 Less than 1 Ten-Ride 43% 40% 10% 8%
Figure 3.1: Metra Ticket Type by Number of Trips per Month
Other observations about ticket types used: ▪▪ Although 64% of respondents indicated that they used ten-ride tickets in the past, 54% reported that they stopped using them when the discount was eliminated. ▪▪ Seventy-seven percent (77%) have bought more than one ticket type in the past year,
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including 17% who purchased weekend passes. ▪▪ The greatest number of those who use one-way tickets are from households with incomes under $60,000. ▪▪ Metra’s most frequent rider continues to be the monthly pass holder. However, among those who ride 40 or more times per month, use of the monthly pass has dropped from 89% to 80% since 2011.
The largest percentage of responses are from those riding weekdays in the AM Peak. Yet, while the survey did not address the weekend market specifically, it did yield some data and provide insight about the usage of weekend passes. ▪▪ Fifty percent (50%) of those surveyed who purchase weekend passes buy them one or two times a year. ▪▪ Among the group that buys weekend passes, 17% purchase them in addition to their normal ticket, and on average, do so five times in a year. Typically, they use the weekend pass for three one-way trips, and more than one-half of the users take both Saturday and Sunday trips. Importantly, the availability of this pass influenced 72% of these respondents to take Metra.
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4. Ticket Purchases
There are numerous methods of purchasing Metra tickets, all of which are designed to facilitate the process for the user and the particular circumstances of the trip. At a minimum, these include purchase: from a station agent; from a conductor; through Ticket-by-Mail; Ticket by Internet; directly through a commuter transit benefit program; or station vending machine. There are also various payment options: cash; personal check; credit or debit card; and RTA or other transit benefit. Federally authorized transit benefit programs help commuters save on the cost of their journey to work. As a key feature of these Internal Revenue Service (IRS) approved benefits, as much as $130.00 per month per employee may be provided as a pre-tax benefit toward the purchase of public transit fares. Transit benefit programs have gained in popularity. Today, nearly 52% of survey respondents reported that they use a transit benefit program (either RTA or other). Of those who do not use a benefit to reduce their transit costs, nearly a third indicated that their employers offer programs but that they do not participate. For employers of Metra respondents, this brings the rate of company participation in these programs to more than 65%, a significant increase over the 2011 Customer Satisfaction Survey, when 50% answered that their employers offered such a program. Traditional commuters and their employers are more apt to participate, as evidenced by the 58% of respondents on peak AM inbound trains who take advantage of the programs. Also significant is that use of transit benefits has increased from 32% in 2005, when the question was first asked, to 52% in 2014. The following tables illustrate transit benefit usage among rider segments, along with other fare payment methods. Only those answering that they do not buy tickets through a commuter benefit program (47%) were asked if their employer offers such an incentive. It is important to understand that this information about participation in transit benefit programs was obtained from responses to the Customer Satisfaction Survey.
Table 4.1: Buy Tickets through a Commuter Benefit Program by Time/Direction Purchase Using Inbound AM Inbound Outbound Outbound Transit Benefits Peak Midday AM Peak Midday Overall Yes 58% 18% 35% 9% 52% No 42% 82% 64% 91% 47% Don’t know <1%- 1% 1% - <1%
Table 4.2: Access to Commuter Benefits by Time/Direction*
Access to Transit Inbound AM Inbound Outbound Outbound Benefits Peak Midday AM Peak Midday Overall
Yes 34% 7% 17% 1% 28% No 57% 78% 78% 94% 62% Don’t know 10% 15% 5% 5% 10% *Asked only of those who answered that they do not participate in a transit benefit program
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The Origin-Destination Survey also asked about transit benefits, but did so in regards to how a respondent paid for their ticket. The results in the two surveys differ because of the way the questions were asked. While the CSS was designed to elicit information on the availability of transit benefit programs, the O-D survey addressed payment methods. As noted previously, the maximum IRS-approved monthly transit benefit is $130.00, while monthly ticket costs exceeded that amount for travel in Zone D and beyond in 2014. That means that monthly ticket users in these zones (C and beyond, beginning in February 2015) must supplement the transit benefit with personal resources, which can be provided from any of the other enumerated methods. For example, a respondent who uses both transit benefits and a personal check to pay the monthly fare could have indicated that his or her payment method was a check, rather than the transit benefit, leading to an inconsistency in the reported results. (Refer to the Methodology Report for a recommendation to clarify this issue in future surveys.)
Table 4.3: Ticket Payment Method by Metra Line UP- MD- MD- UP- Payment Method ME RI SWS HC BNSF UP- NCS Overall* W W NW N N Cash 19% 13% 11% 8% 8% 11% 13% 11% 12% 13% 14% 12% Personal Check 6% 7% 7% 6% 5% 4% 5% 5% 4% 5% 3% 5% Credit/Debit Card 40% 36% 40% 37% 43% 44% 42% 43% 46% 44% 44% 42% RTA Transit Benefit 11% 15% 13% 16% 12% 13% 10% 12% 11% 11% 13% 12% Other Transit Benefit Program 21% 25% 25% 31% 29% 25% 26% 26% 23% 24% 22% 25% Other 3% 3% 3% 3% 3% 3% 4% 4% 4% 4% 3% 3% Source: Origin-Destination Survey *May not total 100% due to rounding
Table 4.4: Ticket Payment Method by Ticket Type Ticket Type Monthly Ten-Ride One-Way Other Overall* Cash 4% 11% 75% 50%** 12% Personal Check 7% 2% <1% 1% 5% Credit/Debit Card 38% 65% 23% 13% 42% RTA Transit Benefit 15% 8% <1% 6% 12% Other Transit Benefit Program 33% 13% <1% 3% 25% Other 3% 2% 1% 25% 3% *May not total 100% due to rounding **On-board purchases from conductors were limited to cash transactions covering one-way tickets and weekend passes only Source: Origin-Destination Survey
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Table 4.5: Ticket Payment Method by Household Income
Less than $25,000- $60,000- $100,000- $150,000 Payment Method $25,000 $59,999 $99,999 $149,999 and over Overall
Cash 49% 18% 9% 5% 6% 11% Personal Check 3% 6% 6% 4% 3% 5% Credit/Debit Card 40% 49% 40% 39% 38% 39% RTA Transit Benefit 1% 10% 14% 16% 13% 13% Other Transit Benefit Program (Wage Works, etc.) 5% 16% 27% 32% 37% 28% Other 2% 2% 5% 3% 2% 3% *May not total 100% due to rounding ▪▪ Since the 2011 survey, there has been a 5% increase in use of credit and debit cards, and a 10% decrease in use of cash or personal checks. ▪▪ Among the diesel lines, the method of payment does not vary much from line to line. However, on ME line, which does not have agents at outlying stations, payment method is dominated by purchases from a downtown station agent, with station vending machines being the second most prevalent point of sale. ▪▪ Cash, the only form of payment accepted when purchasing one-way tickets and weekend passes onboard the train, is also the predominate form of payment from those buying one-way tickets at ticket windows. Those buying ten-ride tickets are most likely to use credit or debit cards. ▪▪ Cash is also the dominant fare payment method for respondents from households with $25,000 or less in annual income. ▪▪ Overall, only 8% of those traveling during the periods that were surveyed use any kind of a reduced fare program when purchasing their tickets. These programs apply to seniors, those with disabilities, US military personnel and students. Of the total respondents, 4% are students and 2% are retired and most likely to be seniors, leaving 2% in other categories. Detail pertaining to where respondents purchased their tickets, presented in the table below, is derived from the O-D survey. Over one-half purchased tickets from an agent, and almost one- fourth purchased them directly through a commuter benefit program.
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Table 4.6: Ticket Purchase Location by Metra Line UP- MD- MD- UP- Purchase Location ME RI SWS HC BNSF UP- NCS Overall W W NW N N Agent at a downtown Chicago station 42% 26% 36% 33% 15% 26% 20% 27% 17% 32% 24% 25% Agent at station outside of downtown Chicago 2% 32% 9% 8% 35% 29% 29% 26% 37% 6% 28% 26% Conductor on the train* 3% 2% 5% 2% 1% 3% 5% 4% 4% 9% 6% 3% Ticket-By-Mail program 10% 10% 13% 12% 10% 9% 9% 9% 7% 10% 7% 9% Ticket-By-Internet program 1% 2% 3% 3% 3% 2% 3% 3% 4% 6% 3% 3% Direct from a Commuter Benefit program 16% 20% 22% 28% 25% 21% 23% 23% 21% 23% 19% 22% Station vending machine – Cash 8% <1% <1% <1% <1% <1% <1% <1% <1% <1% <1% 1% Station vending machine – Credit/Debit 17% 5% 13% 12% 9% 8% 8% 7% 8% 13% 11% 9% Other 2% 3% 1% 1% 2% 2% 2% 2% 3% 2% 2% 2% * Purchases from a conductor on the train are limited to one-way and Weekend Pass tickets Source: Origin-Destination Survey Respondents who used CTA or Pace to access their boarding station were asked about CTA/Pace fare mediums. While the population of those using CTA or Pace to access Metra was less than 5% of the total respondents, about two-thirds of these respondents reported that they used Ventra cards to pay their CTA or Pace fares. Another 9% of those using CTA or Pace to access Metra used LinkUp and 6% used Pace PlusBus. (These two CTA/Pace fare mediums are available only to Metra passengers who purchase Metra monthly passes.) For egressing from Metra, 11% reported using Pace or CTA services. Of these, 70% paid with Ventra cards, 11% with LinkUp and 2% with Pace PlusBus passes. Survey respondents evaluated the ease of purchasing Metra tickets with overall favorable results. Almost 70% of new respondents indicated that the purchase process met or exceeded expectations, while 56% of those riding at least one year thought it easier than before. This could be the result of ready availability of credit card ticket machines, ease of on-line purchases and other ticket purchase enhancements. Also, higher numbers of respondents are participating in transit benefit programs, many of which provide tickets nearly seamlessly to their participants. Metra continues to integrate technology in its ticket point of sale methods, and sought information about respondents’ interest in future mobile phone ticketing. In contemplating upgraded ticket purchase options, 43% indicated that they would prefer ticketing by mobile phone, and 20% didn’t know. While this suggests a strong market for the initial introduction of mobile (phone) ticketing, it also suggests that some passenger education is warranted to help them understand and use this option. Having the capability of printing one’s own ticket did not have as much appeal; only 13% indicated that they would ride Metra more if they could do so. Some education might also be appropriate on this item as 16% did not know if printing their own ticket would cause them to ride more. Also asked was the thoroughness of conductors collecting fares on-board, and answers reflect improvement over the 2011 survey, when 83% indicated that they were thorough. While the 2014 question provided for multiple levels of thoroughness, ultimately 96% indicated that conductors
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Table 4.7: Ease of Purchasing Tickets, Respondents Riding One Year or Less Expectations Exceeded Met Somewhat met Failed to meet No expectation Riders of one year or less 16% 53% 14% 16% 1%
Table 4.8: Ease of Purchasing Tickets, Respondents Riding One Year or More Change since starting to ride Better No change Worse Riders of one year or more 56% 40% 4%
5. Metra Usage Patterns
Operating frequently during the weekday AM Peak periods, Metra’s service is scheduled to accommodate the large volume of people commuting to work through the downtown terminals. About 74% of the respondents have been using Metra service for three or more years, indicating that they are loyal customers. While this has increased from the 65% reported in both 1999 and 2005, the proportion of new respondents, the 13% riding for one year or less, has remained relatively constant over time. This results from any number of events in passengers’ lives, including retirements, new jobs and other work changes along with relocations, home life changes and changing personal preferences. This level of turnover has remained relatively stable and supports the importance of promoting Metra to the general public to continuously attract these new riders. Metra’s customer base is not fixed, but is rather a dynamic mix of people with multiple purposes. At its core, it is a “choice market” in that respondents have a range of mode options. Underscoring the broad customer base is that 3% of respondents were not regular riders. They are the unique (unduplicated headcount) occasional riders who might take Metra one day and then not again for several weeks, months or even years, and they represent Metra’s largest customer base.
Table 5.1: Length of Time as a Rider Table 5.2: Number of Trips in a Typical Month
Time as a regular rider Overall Trips per month Overall Less than six months 5% 40 or more 62% Six months to one year 8% 31-39 times 8% Between 1 and 2 years 11% 21-30 times 12% Between 3 and 4 years 13% 11-20 times 9% Between 5 and 6 years 8% 1-10 times 7% Between 7 and 10 years 15% Does not ride in a typical month 2% Between 11 and 20 years 19% More than 20 years 19% Not a regular rider 3%
Overall, 62% of respondents make 40 or more trips in a typical month.
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6. Trip Purposes
As expected, most survey respondents are people commuting from home to work. It is interesting to note that during the midday period outbound trips that originate at work have increased, now representing 27% of these trips. This could be indicative of a growing number of employees working overnight shifts, such as medical personnel, 24/7 customer service centers and administrative back offices where hours are matched to needs of clients in Asia, Europe and other foreign markets.
Table 6.1: Trip Origin Location by Time/Direction
Inbound: AM Inbound: Outbound: Outbound: Trip Origin Peak Midday AM Peak Midday Overall Home 94% 84% 83% 45% 92% Work or work related 4% 6% 9% 27% 5% School 1% 2% 1% 6% 1% Other 1% 7% 6% 21% 2% Source: Origin-Destination Survey
Table 6.2: Trip Purpose by Time/Direction Inbound: Inbound: Outbound: Outbound: Trip Purpose AM Peak Midday AM Peak Midday Overall Work 94% 53% 83% 29% 90% School 2% 9% 6% 10% 3% Business related to work 1% 6% 2% 4% 2% Medical/dental appointment <1% 3% 1% 4% 1% Personal business 1% 6% 2% 13% 2% Shopping <1% 2% <1% 2% <1% Entertainment, visit- ing, recreation <1% 13% 1% 5% 1% Other 1% 7% 5% 33% 2% Source: Origin-Destination Survey
While the discretionary market represents a small percentage of total trips overall, it represents a higher proportion of all riders than the table above shows. It is likely that the discretionary market is under-represented because this survey was conducted on weekday mornings, a period of time when riders are most likely to be making work trips. However midday use reflects Metra’s broad customer base, with 47% of inbound respondents and 71% of outbound respondents traveling for reasons other than commuting. Among all passengers, unique discretionary riders are likely to represent the broadest pool of potential Metra customers. Even in examining data by line, one finds that trip purposes do not vary much from the system-wide averages. Since the 2011 survey, respondents’ trips to work have increased proportionately, and school trips have decreased.
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7. Access and Egress Modes
Driving alone and parking continues to be the dominant access mode to Metra stations, accounting for over one-half of all respondents, and the next most significant way of getting to the station is walking, which almost one-fourth do. While each access and egress mode presents submarkets for outreach, the walkers have excellent potential in that their Metra trip is not overly complicated with access and/or egress considerations. The final quarter is split among several modes with the most significant being, “getting dropped off” at 13%. These access patterns are largely unchanged since 2011. Other observations about access mode are: ▪▪ Four percent (4%) carpool to the station, split about equally between drivers and passengers, and distributed quite evenly across all lines. ▪▪ While only 2% bike, a proportion that may increase in warmer seasons, this has doubled from 1% in 2005. Also interesting is that 6% of reverse commuters report bicycling to their origin station during peak AM and 4% of reverse commuters bicycle to their ultimate destination during the AM Peak. Of these, it is suspected that many are taking advantage of Metra’s Bikes on Trains program, using the same bike for both access and egress. ▪▪ Of all lines, UP-N reports the highest percentage of riders walking to the station with 48% doing so. Developed on a grid system with sidewalks and consistently sized lots, the mature communities along the UP-N are conducive to walking. While these same features, typical of a high density mature neighborhood, are noted in communities on other lines as well, they seem to be particularly prevalent near City of Chicago and Evanston stations along the UP-N. ▪▪ Of those boarding in Zone A, 43% walk to the station, increasing to 55% in Zone B, and then gradually decreasing as distance from the CBD increases. With respect to auto access to the station, the converse is true. In Zone A, the fewest drive alone and park, and the numbers increase with each zone progression from the CBD, peaking at Zone G. ▪▪ Examining the data by rail line shows that the highest proportions of those who drive to the station and park are riding the HC (74%), SWS (65%), and MD-W (63%). Only 25% of respondents who ride the UP-N drive and park, an outcome of the high density features already described. ▪▪ Almost 5% of the riders on the Metra Electric Blue Island branch transfer from another Metra train. ▪▪ Second lowest in terms of those driving alone and parking are the 48% of BNSF respondents who do so. Conversely, BSNF has the highest incidence of all lines of respondents using Pace bus (6%) as their mode of access. This is clearly the outcome of an efficient network of Pace feeder buses at Naperville, Lisle and Downers Grove, resolving some of the parking constraints in these communities. ▪▪ Also noted is a relatively high number of respondents accessing their origin station by being dropped off. At 15% overall, it is the third most common access mode. For midday inbound trips, it is at the highest at 21%, in all likelihood due to parking capacity issues that stem in part from a lack of flexibility at permit parking lots versus daily fee lots. ▪▪ With passengers having multiple choices as to mode of access and, for that matter station choices, respondents were asked about criteria they use to select their station. In collecting information about station preferences, the survey also asked if the respondent’s
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home location choice was based on access to Metra. As anticipated, the majority (58%) indicated that this was an important consideration. Interestingly, the survey also revealed that 5% never use the station closest to their home; another 72% only use their nearest station; and 17% usually use their nearest station. When asked about reasons for using an alternative station, 27% cited better parking as the key reason. With this in mind, it is even more understandable that among all respondents 11% always and 9% usually take an earlier train than needed to find parking. Other reasons cited for not using their nearest station included: 20% answering that they need to run errands closer to their alternate station; 13% using a different station to take advantage of a lower fare zone; 14% having better access to their alternate station; 11% feeling more comfortable (might include safety) at their alternate station; 10% selecting a different station to accommodate the needs of others; and 6% preferring to use a station with a ticket agent. Table 7.1: Access Mode by Metra Line UP- MD- MD- UP- Access Mode ME RI SWS HC BNSF UP- NCS Overall W W NW N N Drove alone and parked 52% 60% 65% 74% 48% 48% 63% 53% 52% 61% 25% 51% Walked all the way 24% 18% 16% 7% 20% 24% 13% 22% 20% 11% 48% 23% Got dropped off 16% 16% 15% 13% 16% 17% 14% 15% 16% 18% 13% 15% Carpooled 4% 5% 4% 6% 5% 5% 4% 5% 4% 5% 3% 4% Bicycled 1% <1% 1% <1% 2% 3% 1% 2% 2% 3% 4% 2% Took Pace bus 1% 1% 1% <1% 6% 1% 1% 1% 1% <1% 1% 2% Took CTA bus 1% 1% 1% - 1% 1% 1% 1% 3% 1% 3% 2% Took CTA rail 1% 1% <1% - 1% 1% <1% <1% 1% <1% 1% 1% Transferred from another Metra train 1% <1% <1% - <1% 1% <1% 1% 1% 1% 2% 1% Other 1% 1% <1% <1% 1% 1% 1% 1% 2% 1% 2% 1% Source: Origin-Destination Survey Note: In several instances, totals in this table exceed 100% due to rounding
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Table 7.2: Access Mode by Boarding Fare Zone Zone Zone Zone Zone Zone Zone Zone Zone Zone Zones Access Mode A B C D E F G H I J-M Overall Drove alone and parked 7% 24% 38% 50% 58% 63% 70% 66% 68% 61% 51% Walked all the way 43% 55% 39% 25% 16% 10% 8% 6% 7% 9% 23% Got dropped off 9% 10% 14% 16% 18% 17% 13% 19% 17% 21% 15% Carpooled 2% 3% 4% 5% 5% 5% 5% 5% 6% 7% 4% Bicycled 4% 3% 3% 2% 2% 1% 1% 1% 1% 1% 2% Took Pace bus 1% 1% 1% 2% 2% 4% 4% 2% <1% 1% 2% Took CTA bus 15% 4% 1% <1% <1% <1% <1% <1% <1% - 2% Took CTA Rail 9% 1% <1% <1% <1% <1% <1% <1% <1% - 1% Transferred from another Metra train 8% 1% <1% <1% <1% <1% <1% <1% 1% - 1% Other 7% 1% 1% 1% 1% 1% 1% 1% 1% 2% 1%
Source: Origin-Destination Survey Note: In several instances, totals in this table exceed 100% due to rounding
Figure 7.1: Top Three Access Modes by Boarding Fare Zone
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Table 7.3: Access Mode by Time/Direction Inbound Inbound Outbound Outbound Access Mode AM Peak Midday AM Peak Midday Overall Drove alone and parked 55% 40% 7% 7% 51% Walked all the way 21% 26% 42% 48% 23% Got dropped off 15% 21% 11% 10% 15% Carpooled 4% 8% 2% 1% 4% Bicycled 2% 2% 6% 2% 2% Took Pace bus 2% 1% 2% 2% 2% Took CTA bus <1% 1% 16% 11% 2% Took CTA rail <1% <1% 8% 9% 1% Transferred from another Metra train <1% <1% 7% 4% 1% Other 1% 2% 5% 10% 1%
Source: Origin-Destination Survey Note: In several instances, totals in this table exceed 100% due to rounding
There are distinct differences in station access modes for reverse commuting respondents and others traveling outbound in the AM peak, as shown in Table 7.3. Compared to the overall averages: ▪▪ Many more walk, with respondents traveling outbound in the AM peak walking at double the rate of traditional commuters; ▪▪ Very few drive alone and park, with outbound AM respondents only a fraction of the rate of traditional commuters; ▪▪ More transfer from another Metra train; ▪▪ More take CTA bus or rail to the Metra station which, when combined with walking, accounts for two-thirds of all respondents traveling outbound in the AM peak; ▪▪ More bicycle; and ▪▪ More access by other means, probably taxi. Although the proportions differ, these access patterns are similar for the midday outbound respondents. Over three-fourths of the respondents walk from the station to their final destination, which is not surprising since almost 90% alight from the trains at the downtown stations. The two next significant egress modes are CTA bus for 7% of the respondents, and private shuttle for 5%. In the CBD market, those using CTA bus or rail (10% in total) and private shuttle (4%) suggest destinations beyond the loop, to River North/Streeterville and/or South Loop. As might be expected in suburban markets where businesses are located at greater distances from Metra stations, egress patterns differ significantly for reverse commuters. Although walking continues to be the greatest egress mode, it is less dominant for reverse commuters in that 42% of AM peak outbound respondents walk from the station, compared to 81% of inbound respondents
Page | 26 Customer Satisfaction Study Metra Report: 2014 in the same period. Substantially more reverse commuting respondents take Pace buses, (14% versus 1% overall), and private shuttles (15% versus 5% overall). In part, the numbers of reverse commuters who are taking Pace or private shuttles to their final destination can be attributed to public-private cooperation dedicated to making connections between Metra stations and suburban work sites. An example is the Lake-Cook Road station on the MD-N line which experiences the highest volume of passengers alighting – 756 per the 2014 Station Boarding/Alighting Count – from both inbound and outbound trains in the AM peak. Most of these respondents are likely either reverse commuters or suburb- to-suburb commuters who are able to take advantage of a well-structured shuttle system for the last part of the work trip. Again referring to the 2014 Station Boarding/Alighting Count, there are 38 stations outside of the CBD that have 100 or more passengers alighting from both inbound and outbound trains in the AM peak – 8,000 in all at just these stations. Recognizing that these riders already account for a meaningful proportion of Metra’s customers, there may be opportunities to further grow this market by continuing to work with transit partners and the business community to address “last mile” connections. Metra could also experiment with fare policies for non-traditional work trips, and work with its freight and passenger rail partners to identify opportunities for enhanced scheduling to accommodate even more reverse commute and other non-peak business.
Table 7.4: Egress Mode by Time/Direction Inbound Inbound Outbound Outbound Egress Mode AM Peak Midday AM Peak Midday Overall Walk all the way 81% 68% 42% 44% 77% CTA bus 7% 10% 3% 3% 7% Private shuttle 4% 1% 15% 1% 5% CTA rapid transit 3% 6% <1% 1% 3% Get picked up 1% 2% 7% 16% 2% Drive 2% 2% 7% 20% 2% Taxi 2% 8% 3% 5% 2% Pace bus <1% 1% 14% 5% 1% Transfer to another <1% 1% <1% 1% 1% Metra train Bicycle 1% 1% 4% 2% 1% Other 1% 2% 2% 2% 1% Carpool <1% 1% 3% 2% <1% Water taxi <1% 1% <1% <1% <1% Source: Origin-Destination Survey Note: In several instances, totals in this table exceed 100% due to rounding
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Table 7.5: Egress Mode by Metra Line UP- MD- UP- MD- UP- Egress Mode ME RI SWS HC BNSF NCS Overall W W NW N N Walk all the way 77% 80% 79% 83% 78% 77% 75% 77% 73% 75% 77% 77% CTA bus 9% 4% 9% 6% 8% 6% 8% 7% 73% 6% 5% 7% Private shuttle 1% 2% 4% 6% 5% 5% 5% 5% 6% 9% 7% 5% CTA rapid transit 5% 8% 2% 1% 2% 3% 1% 2% 1% 1% 2% 3% Get picked up 2% 1% 1% 1% 1% 2% 2% 2% 2% 2% 1% 2% Drive 4% 3% 3% 2% 2% 2% 3% 2% 2% 3% 1% 2% Taxi 2% 2% 2% 1% 2% 3% 3% 3% 3% 2% 3% 2% Pace bus 1% 1% <1% - 1% 1% 1% 1% 5% 1% 1% 1% Transfer to another 1% 1% 1% 1% 1% 1% <1% <1% <1% <1% 1% 1% Metra train Bicycle <1% <1% <1% 1% 1% 1% 1% 1% 1% 1% 1% 1% Other 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% 1% Water taxi <1% - <1% - <1% <1% <1% 1% 1% <1% <1% <1% Carpool <1% <1% <1% <1% <1% <1% <1% 1% 1% 1% 1% <1% Source: Origin-Destination Survey Note: In several instances, totals in this table exceed 100% due to rounding
8. Parking
The cost of parking is an important consideration for most riders as it factors into total commuting cost. In fact, when passengers consider their travel options, they typically factor in all costs (parking/rail/egress costs of bus and/or cab) along with time and other variables and compare the result to other modes such as driving all the way. Parking options vary from station to station, with the reported average amortized daily cost running from about $1.62 (quarterly fee with 63 work days) to $2.62 for a daily cash payment. Although direct comparisons to parking costs addressed in the 2011 survey are not possible because most permit categories have changed, it appears that they have increased about 25% on average, as illustrated by the two categories that are comparable: the reported daily fee, which in 2011 was $1.93, and the reported quarterly pass fee which was $82.50 in that same year.
Table 8.1: Average Parking Costs by Permit Type Daily fee Daily fee Daily fee Monthly Quarterly Offsite Free cash credit/debit pay by phone pass fee pass fee parking fee parking % of drivers paying by permit type 39% 8% 2% 15% 14% 5% 10% Average parking fee $2.62 n/a $2.17 $40.91 $102.27 n/a -0-
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Table 8.2: Parking Permit Type by Metra Line UP- MD- MD- UP- Parking Payment ME RI SWS HC BNSF UP- NCS Overall Type W W NW N N Daily cash 50% 52% 63% 57% 25% 33% 26% 53% 37% 45% 17% 39% Daily credit/debit 3% 3% 8% 3% 9% 8% 13% 8% 12% 9% 10% 8% Daily pay by phone 2% 4% 6% - 2% 1% 3% 2% 3% - <1% 2% Monthly permit 18% 7% 11% 7% 19% 8% 22% 15% 7% 30% 13% 15% Quarterly permit 6% 5% 9% 12% 27% 28% 18% 8% 4% 2% 9% 14% Park offsite and pay 4% 5% 2% 2% 8% 4% 3% 4% 5% <1% 6% 5% Free parking 14% 16% <1% 8% 5% 12% 5% 7% 18% 5% 26% 10% Other 3% 7% 1% 11% 5% 6% 10% 3% 14% 9% 19% 7%
Almost one-half of respondents who drove and parked paid their parking fee daily, mostly with cash. This is about 5% fewer than those who paid daily in 2011, but unchanged if added to “park offsite and pay,” an option that was not included in the 2011 survey. About another 30% used a monthly or quarterly parking permit. Daily cash payments tended to be most prevalent for those parking along the lines that serve the south and southwest suburbs. The following table displays parking payment by boarding fare zone. The greatest proportion of those who parked free are in the three zones closest to the CBD.
Table 8.3: Parking Payment Method by Zone Parking Payment Zone Zone Zone Zone Zone Zone Zone Zone Zone Zones Method A B C D E F G H I J-M Overall Daily cash 21% 32% 26% 36% 43% 41% 45% 41% 64% 39% 39% Daily credit/debit <1% 5% 7% 12% 3% 10% 14% 8% 8% 1% 8% Daily pay by phone - 5% 6% 1% 1% 1% 2% 3% 3% 1% 2% Monthly pass 2% 3% 16% 11% 13% 16% 21% 21% 15% 9% 15% Quarterly pass 4% 10% 2% 17% 20% 19% 11% 13% 2% 6% 14% Park offsite and pay 1% 4% 10% 6% 5% 4% 2% 4% 1% 6% 5% Free parking 70% 32% 25% 7% 4% 2% 1% 6% 5% 37% 10% Other 2% 8% 7% 10% 9% 6% 5% 4% 2% 1% 7% With the importance of parking availability and cost, newer respondents were asked to evaluate these attributes. Interestingly, 19% indicated that they had no expectation while the smallest group of 15% rated these as failing to meet expectations.
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Table 8.4: Parking Availability and Cost, Respondents Riding One Year or Less Expectations Exceeded Met Somewhat met Failed to meet No expectation Riders of one year or less 10% 35% 21% 15% 19% While the overall availability of parking appears to be satisfactory, in practice it is highly individualized by specific station/location. ▪▪ Over 80% indicated that rarely or never did they take an earlier train in order to find parking. ▪▪ For auto parking, the highest satisfaction ratings occurred on the RI, MD-W and MD-N lines while those riding the HC and the SWS expressed the least satisfaction. ▪▪ Over 80% who bike said that bike parking is usually or always available at their boarding station; but the greatest level of dissatisfaction occurs on the ME line. Interestingly, downtown parking cost does not seem to greatly influence the decision to choose Metra, as only about one-fourth would drive downtown if parking were not so expensive. This suggests that factors other than cost are primary determinants in commuting mode selection. One other attribute related to parking was examined—that of auto safety in the parking lot. Overall, about 90% of the respondents think their cars are safe in the lots, but fewer than 80% think so on the ME and RI lines. Another way of examining auto safety is by distance from the CBD. In this instance, the lowest satisfaction ranking (32%) came from Zone B.
Table 8.5: Auto Safety in the Parking Lot at the Boarding Station Ratings Always Usually At times Never All respondents 50% 39% 7% 4%
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9. Communications and Information Preferences
In this era of advanced technology, people now expect virtually instant communication as a matter of course, making communication’s role in customer satisfaction increasingly important. Metra’s communications platforms include use of both high-tech mechanisms and more conventional techniques such as signs and various printed materials. The CS survey examined the effectiveness of Metra’s communications from several perspectives discussed here, and satisfaction rankings discussed later. The first was whether those riding for less than one year find it easy to obtain information, and the overall response is very favorable. Only 2% of these first year respondents indicated that Metra failed to meet expectations. There is, however, considerable variation in the rankings by ticket type, with monthly and one-way ticket holders most often saying Metra exceeded or met their expectations for ease of obtaining travel and fare information. ▪▪ Ten-ride ticket holders responded less favorably, while one-way ticket holders ranked the attribute highly. ▪▪ One-half of the RTA fare program users (those whose fare is subsidized or free) indicated that the ease of obtaining this type of information exceeded their expectations. ▪▪ There was a significant gender-based difference in responses to this attribute with 26% of the female respondents indicating that their expectations were not met, compared to 17% of the male respondents.
Table 9.1: Ease of Obtaining Travel and Fare Information, Respondents Riding Less than One Year, Overall Expectations Exceeded Met Somewhat met Failed to meet No expectation Overall 16% 60% 20% 2% 2%
Table 9.2: Ease of Obtaining Travel and Fare Information, Respondents Riding Less than One Year, by Ticket Type Expectations by ticket type Exceeded Met Somewhat met Failed to meet No expectation Monthly 15% 66% 17% 2% <1% Ten-Ride 13% 53% 30% 3% 2% One-Way 42% 34% 15% 4% 5% RTA Fare Program 50% - - - 50% When respondents wanted routine information about Metra (such as train times, station and parking locations, and fares), they relied on two principal sources: 57% used Metra’s website, and 29% referred to printed train schedules. Survey respondents indicated that, during service delays, they relied on multiple sources for information: ▪▪ On-board and station announcements were the top two resources for information at 52% and 50%, respectively; ▪▪ metrarail.com and email alerts were also key information sources at 44% each; and ▪▪ Other significant resources were local media at 18%, and friends and co-workers at 11%.
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Additionally, almost one-half (49%) of the respondents have signed up for service alerts, 46% via email and 6% using Twitter. ▪▪ Of those who have signed up, 78% indicated the alerts were helpful. ▪▪ Of those who did not find the alerts helpful, most (84%) indicated that they arrived too late. ▪▪ Other concerns were that the alerts were not limited to the user’s train (34%); there were too many alerts (31%); and the alerts were not clear (23%). Overall, 91% of the respondents visited Metra’s website in the six months preceding the survey. More than 86% found the website easy to read; 77% found it easy to navigate; 67% found the information to be timely; 86% found it understandable and 73% indicated that information is easy to find on the website. Metra’s “tech” savvy passengers engaged across multiple electronic platforms, with 81% of respondents reporting that they used smart phones while traveling and 68% indicating that this met their on-line needs while aboard Metra. Another 34% reported using a laptop PC or tablet on the train; of these 58% were able to access a cellular data network aboard Metra. Respondents were also asked about their Social Media practices, with 67% reporting that they used Facebook; 54% used LinkedIn; 36% used YouTube; 26% used Twitter; and 18% used Pinterest. While this might suggest high interest in following Metra on Social Media, only 25% said they would, while 60% said they would not.
10. Customer Satisfaction
A major purpose of the survey was to ascertain customer satisfaction with attributes relating to: ▪▪ Communications and information ▪▪ Service availability and quality ▪▪ Travel time ▪▪ Safety and security ▪▪ Cleanliness and comfort ▪▪ Personnel ▪▪ Value ▪▪ Overall regional satisfaction Thirty-eight (38) of these attributes were ranked on a scale of 1-10, with 1 being least satisfied, and 10 being most. Another 10 attributes were evaluated using descriptive measures related to expectations, many of which have already been discussed in this report in the context ofthe characteristic – parking and communications, for example. Those that were ranked on the 1-10 scale are presented in terms of “satisfied” and “dissatisfied” ratings, as shown in the scale below. It is important to note that, unlike previous surveys which were conducted during autumn, the 2014 Customer Satisfaction Survey was conducted in spring, after Chicago’s worst winter in many years. During that winter, Metra repeatedly experienced significant weather-related service problems such as frozen switches, frozen doors and more, aggravated by aging equipment.
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Frustrations experienced by regular commuters are undoubtedly reflected in the survey results, and they are somewhat tempered by the more positive responses of new riders and those who ride less frequently or occasionally. Following is a review of customer satisfaction rankings for each of the attributes enumerated above.
Communications and Information In terms of satisfaction with various communication and information attributes, both of which were addressed in the CSS, the overall rankings were favorable, but diminished as compared to 2011. In communications, the greatest shift occurred in on-board communications during delays with satisfaction scores diminishing 26%, and dissatisfaction scores increasing similarly.
Table 10.1: Satisfaction Ratings, Scale Very Dissatisfied Dissatisfied Satisfied Very Satisfied 1 2 3 4 5 6 7 8 9 10 Dissatisfied (1 - 5) Satisfied (6 - 10)
Figure 10.1: Satisfaction with Selected Communications Attributes, 2011 v 2014
In information attributes, the 2014 top box scores (Satisfied and Very Satisfied) range from 59% to 85% versus the 77% to 95% reported in 2011, likely reflecting the overall frustration of passengers during Metra’s winter operational challenges. The attribute that produced the lowest ranking in 2011, notification of service changes, also produced the lowest satisfaction score in2014. The attribute that produced the highest ranking in both years was availability of route/service information.
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Figure 10.2: Satisfaction with Information Attributes
To understand more about signage issues, though, respondents were asked to evaluate whether signs to and from connecting buses and taxis are clear and understandable. Overall, the top box rating (including “always” and “usually”) was 63%, with relatively little variation between the lines.
Table 10.2: Clarity of Signs to Connecting Buses and Taxis UP- MD- UP- MD- UP- % Satisfied ME RI SWS HC BNSF W W NW N NCS N Overall Always or usually clear 63% 59% 70% 63% 62% 58% 69% 66% 69% 57% 59% 63%
Service Availability and Quality The four attributes evaluated in this category are: getting to one’s destination on time, number of scheduled rush-hour trains, number of scheduled non-rush hour trains, and total travel time. Overall, 70% to 75% of Metra’s respondents are satisfied with travel time and reliability, as well as the number of scheduled rush-hour trains. However, almost one-half are dissatisfied with the number of scheduled non-rush hour trains. As in previous surveys, the rankings in most measures are poorest on the lines with more scheduling limitations, the HC, SWS and NCS, although satisfaction on the HC and SWS has improved in two areas: getting to the destination on time and total travel time, two closely related service considerations. While many factors that influence these two attributes are outside of Metra’s control, Metra has been proactive in ongoing communications with its freight railroad partners to reduce potential for interference, a key factor in on-time performance that ultimately also impacts total travel time as well.
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Figure 10.3: Level of Satisfaction, Service Availability and Quality
Table 10.3: Satisfaction with Service Availability and Quality by Line UP- MD- UP- MD- UP- % Satisfied ME RI SWS HC BNSF W W NW N NCS N Overall Getting to destination on time 89% 82% 56% 47% 43% 78% 80% 72% 80% 60% 85% 71% Total travel time 85% 80% 63% 61% 68% 80% 72% 76% 81% 49% 80% 75% Number of scheduled rush-hour trains 88% 82% 58% 16% 88% 73% 71% 70% 83% 39% 72% 75% Number of scheduled non-rush hour trains 59% 60% 27% 16% 48% 51% 65% 54% 59% 31% 57% 54%
In each of the service categories, satisfaction has diminished since 2011, due in great partto weather and service delivery challenges. On individual lines, the lower 2014 rankings are most marked on the BNSF and the NCS. Even a snapshot of on-time performance comparisons makes clear that the reduced levels of satisfaction in this realm are not unjustified. For January to June 2014, the BNSF line experienced an average on-time performance of 90% while the same period in 2011 was 95%. BNSF delays became even more problematic at about the same time passengers were taking the survey, with on-time performance in May and June at 82%. Similarly, the NCS line experienced an 87% on-time record, January to June 2014, compared to 92% on-time for the same period of 2011. The lower levels of satisfaction in number of trains during both rush-hour and non-rush hour in 2014 compared to 2011 is curious in that there have been no service reductions. Quite possibly the reduced satisfaction in on-time performance and total trip time may have also negatively influenced respondents’ perceptions of similar service categories.
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Table 10.4: Satisfaction with Travel Time and Reliability by Time/Direction Inbound Inbound Outbound Outbound % Satisfied AM Peak Midday AM Peak Midday Overall Getting to destination on time 70% 79% 82% 84% 71% Number of scheduled rush-hour trains 76% 83% 57% 70% 75% Number of scheduled non-rush hour trains 53% 55% 59% 51% 54% Total travel time 75% 73% 76% 85% 75%
Table 10.5: Comparative Satisfaction with Service Availability and Quality, 2011 v. 2014 % Satisfied Overall 2011 2014 Getting to destination on time 84% 71% Number of scheduled rush-hour trains 83% 75%
Number of scheduled non-rush hour trains 67% 54%
Total travel time 83% 75%
Of all customer segments, respondents traveling outbound in the AM Peak reported the least satisfaction with number of scheduled rush hour trains. AM Peak reverse commuting respondents, along with those traveling outbound during Midday, reported higher levels of satisfaction than those reported by traditional commuters in getting to their destinations on time.
Safety and Security Metra continues to rank highly in the area of safety and security, with over 90% of respondents satisfied in every category that was addressed. There is a high level of consistency in satisfaction by both line and by boarding fare zone. There is, however, more concern with personal safety at boarding stations reported by respondents traveling on the ME.
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Figure 10.4: Satisfaction with Safety and Security Attributes
Table 10.6: Satisfaction with Safety and Security Attributes by Line UP- MD- UP- MD- UP- % Satisfied ME RI SWS HC BNSF W W NW N NCS N Overall Safe train operation 95% 95% 94% 94% 92% 96% 98% 94% 97% 98% 97% 95% Personal safety on train 93% 95% 95% 97% 94% 93% 95% 93% 99% 97% 96% 94% Personal safety at boarding station 79% 89% 92% 90% 93% 94% 93% 92% 94% 94% 94% 92% Personal safety at destination station 88% 93% 87% 85% 91% 96% 92% 93% 93% 84% 97% 92% Security of purchasing tickets on-line* 89% 89% 91% 90% 94% 93% 96% 89% 88% 87% 98% 92% *Safety of personal information and security of financial transaction
Table 10.7: Comparative Satisfaction with Safety and Security Attributes, 2011 v. 2014 % Satisfied Overall 2011 2014 Safe train operation 97% 95% Personal safety on train 97% 94% Personal safety at boarding station 94% 92% Personal safety at destination station 95% 92% Security of purchasing tickets on-line 96% 92%
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Cleanliness On the whole, respondents were pleased with cleanliness, with each of the attributes performing comparably overall, in the range of 76% - 79% satisfied. Yet, in this category as well, the overall rankings were lower than they were in 2011. Possible contributing factors are: ▪▪ In winter when snow is persistent, as it was in 2013-2014, floors are more difficult to keep clean, and ▪▪ The generally less positive reactions of the riders, as a whole, spilling into every attribute. This latter point is best illustrated by the respondents traveling to the same destination station, yet with varying degrees of satisfaction by specific rail line. UP respondents, over 80% of whom were destined for Ogilvie Transportation Center, provide an example. Satisfaction with cleanliness of the destination station varied from 79% to 88%, yet most of these respondents were rating the exact same station. A similar analogy applies to those destined for Union Station. Among all lines, Metra Electric respondents reported lower than average satisfaction with both boarding and destination station cleanliness.
Figure 10.5: Satisfaction with Cleanliness
Table 10.8: Satisfaction with Cleanliness Attributes by Line UP- MD- UP- MD- UP- % Satisfied ME RI SWS HC BNSF W W NW N NCS N Overall Cleanliness of boarding station 60% 80% 78% 77% 84% 86% 80% 77% 80% 80% 82% 79% Cleanliness of destination 65% 74% 70% 66% 72% 88% 60% 79% 71% 54% 86% 76% station Cleanliness on- board 84% 77% 74% 73% 78% 77% 69% 70% 79% 71% 84% 77%
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Table 10.9: Comparative Satisfaction with Cleanliness Attributes, 2011 v. 2014 % Satisfied Overall 2011 2014 Cleanliness of boarding station 88% 79% Cleanliness of destination station 88% 76% Cleanliness on-board 83% 77%
Comfort Similar to the cleanliness attributes, respondents are satisfied with overall comfort. The ranking of “station comfort while waiting” has not changed since 2011 when it ranked lowest of the three attributes. In 2014, though, it ranked highest among all three attributes. By line, UP-N and ME enjoy the greatest comfort levels.
Figure 10.6: Satisfaction with Comfort Attributes
Table 10.10: Satisfaction with Comfort Attributes by Line UP- MD- UP- MD- UP- % Satisfied ME RI SWS HC BNSF W W NW N NCS N Overall Station comfort while waiting 69% 74% 74% 74% 69% 76% 75% 76% 76% 74% 68% 73% Seat availability on train 87% 82% 79% 78% 72% 77% 66% 64% 83% 66% 85% 76% Temperature of train 81% 67% 64% 58% 65% 77% 64% 72% 76% 64% 85% 72% Also of interest is the general opinion about Quiet Cars, which were introduced in 2011, at about the time of the last customer survey. Now with this option on all trains during peak traditional commuting hours, respondents were asked if Quiet Cars are respected. Only about 4% reported that they are never respected. Also somewhat related to on-board comfort, the survey asked about storage of bikes on trains.
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Overwhelmingly, respondents answered that they are neatly stowed, providing confidence that bikes have not created an obstacle to on-board comfort.
Table 10.11: Comparative Satisfaction with Comfort Attributes, 2011 v. 2014 % Satisfied Overall 2011 2014 Station comfort while waiting 76% 73% Seat availability on train 85% 76% Temperature of train 83% 72%
Courtesy and Knowledge of Metra Personnel Courtesy of Metra personnel, particularly operating personnel who are the riders’ prominent point of contact with the agency, is a critical element of customer satisfaction. These attributes achieved high ratings. Interestingly, courtesy of on-board personnel received the highest rankings from those who do not ride regularly – 61% were very satisfied and another 36% were satisfied, for a total of 97%.
Figure 10.7: Courtesy of Metra Personnel
Table 10.12: Satisfaction with Courtesy Attributes by Line UP- MD- UP- MD- UP- % Satisfied ME RI SWS HC BNSF W W NW N NCS N Overall Courtesy of on-board personnel 92% 84% 80% 86% 80% 88% 91% 81% 91% 78% 87% 85% Courtesy of station personnel 88% 82% 80% 88% 79% 80% 89% 79% 87% 89% 86% 83%
Table 10.13: Comparative Satisfaction with Courtesy Attributes, 2011 v. 2014 % Satisfied Overall 2011 2014 Courtesy of on-board personnel 91% 85% Courtesy of station personnel 91% 83%
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Metra personnel’s knowledge of the system and their ability to help customers navigate their trips, schedules and fares is another important characteristic of good relations with riders. High ratings were also attained in these characteristics with 87% satisfaction for on-board personnel and 84% for station personnel. Somewhat related, passengers were asked if they considered Metra on- board and station personnel to be good ambassadors. In both instances, the majority affirmed that these front line employees are good ambassadors, with less than 2% answering “never” for conductors and less than 6% answering the same for station agents.
Figure 10.8: Satisfaction with Personnel’s Ability to Assist Customers
Table 10.14: Comparative Satisfaction with Personnel’s Ability to Assist Customers, 2011 v. 2014 % Satisfied Overall 2011 2014 Knowledge of on-board personnel 94% 87% Knowledge of station personnel 94% 84%
Regional Service While 16% of respondents use Pace or CTA, coordinated service among the providers throughout the region is critical to making public transit an attractive alternative to other transportation modes. From RTA’s inception, coordinated service has been an important policy objective, vital to meeting needs of the 5% of Metra respondents who use Pace or CTA for access and the 11% who rely on these services for egress. The percentage of riders who transfer to CTA or Pace is consistent with the 17% of respondents who reported transferring on the 2011 survey. To gain insight into passenger perception of various attributes that relate to a coordinated regional system, the CSS included a number of relevant questions. Although usage is limited, the regional system is also recognized as important to many Metra customers. Whether or not passengers are using CTA or Pace on a daily basis, they are engaged enough to respond to the regional questions. About three-fourths of respondents ranked both “transit availability throughout the region” and “overall satisfaction with public transportation in the six-county region” with over 70% reporting overall satisfaction.
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Also of interest were answers to specific questions about regional directional services, such as RTA’s Trip Planner, an on-line mapping tool, for which the majority expressed satisfaction (21% very satisfied and 53% satisfied). Similarly, respondents replied favorably when asked about their satisfaction with the regional customer service phone line, 836-7000. More than 70% were satisfied or very satisfied with calling this center.
Figure 10.9: Satisfaction with Regional Transit Attributes
As in 2011, the highest satisfaction scores were achieved by “overall regional transit” and “transit availability throughout the region,” while there was less satisfaction with directional signs and schedule coordination. Also, respondents were less satisfied with ease of paying for transfers than previously. Consistent with other survey results, rankings were more favorable than unfavorable, but lower than they were in 2011.
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Figure 10.10: Percent of Respondents Indicating “Not Applicable” for Regional Characteristics
By line, the greatest satisfaction with regional attributes occurs on the ME along which there is a good level of CTA and Pace service. In fact, also on the UPN and other lines where CTA and Metra overlap, there is a good level of satisfaction with regional attributes. Conversely, the HC has the lowest level of satisfaction, mainly a result of the limited train service which does not support a great deal of connecting service. Also the UPNW, with McHenry County service beyond Crystal Lake somewhat limited, reports below average satisfaction. There is continuing opportunity for improvement in schedule coordination, way-finding, and ease of paying for transfers between systems.
Table 10.15: Satisfaction with Regional Service by Line, Selected Attributes
UP- MD- UP- MD- UP- % Satisfied ME RI SWS HC BNSF W W NW N NCS N Overall Availability of transit throughout the region 85% 79% 70% 53% 71% 71% 72% 68% 78% 63% 77% 74% when rider needs to travel Ease of transferring to other transit services 78% 72% 70% 55% 66% 63% 64% 59% 68% 55% 69% 67% Coordination of schedules among Metra, CTA, and 70% 59% 64% 47% 62% 57% 54% 52% 63% 48% 57% 60% Pace Ease of paying for trans- fers 70% 65% 67% 56% 62% 54% 63% 53% 64% 55% 58% 62% Signs directing transferring riders to Pace or CTA 69% 60% 63% 67% 60% 61% 66% 57% 70% 54% 50% 61% Availability of parking when taking transit 75% 75% 74% 65% 58% 69% 78% 66% 80% 85% 68% 69% Overall transit in the six-county region 84% 77% 67% 53% 66% 69% 74% 64% 71% 66% 75% 71%
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Table 10.16: Comparative Satisfaction with Regional Service, 2011 v. 2014
% Satisfied 2011 2014
Availability of transit throughout the region when rider needs to 78% 74% travel Ease of transferring to other transit services 78% 67% Coordination of schedules among Metra, CTA, and Pace 73% 60% Ease of paying for transfers 77% 62% Signs directing transferring riders to Pace or CTA 70% 61% Availability of parking when taking transit 74% 69% Overall transit in the six-county region 82% 71%
Reasons that People Travel by Metra Historically, being on-time is the number one importance attribute (for 80% of on-line respondents and 60% of paper survey respondents in 2011, and 38% in 2005). In 2014, respondents were asked to identify their top three reasons from a randomized list for riding Metra. Unlike past surveys, respondents were not asked to rank the importance of the listed attributes for which they had scored Metra. The emphasis and importance of the various attributes are noteworthy and can provide a platform for Metra’s marketing messages. With this in mind, eight reasons (other than on-time reliability) are listed as reasons why people select Metra. In 2014, “avoiding congestion” is most frequently cited (by 59% of respondents). This is followed by quality of life considerations: convenience; time to work, read, nap; and less stress. Cost savings and time savings, factors that are specifically measurable, rank fourth and sixth, respectively. About 13% travel by Metra because they have no other option, indicative of a move away from privately owned automobiles among urban dwellers.
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Figure 10.11: Reasons for Traveling by Metra
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Figure 10.12: Top Five Attributes, Inbound AM Peak Examining the five most often cited reasons for riding Metra by travel time and direction produces similar results in that avoiding congestion continues as number one. For both inbound and outbound midday respondents, however, the second most frequently listed reason is that Metra is the only travel option, and this is also true for those traveling outbound in the AM peak. Examining this picture from the perspective of ticket type produces yet more information Figure 10.13: Top Five Attributes, Outbound AM Peak into the nuances of the market. One-half of those using RTA Transit Benefit passes cite convenience as the most important reason for riding Metra, as do 21% of those who use weekend passes. Cost savings was also important to these two groups. Other factors cited more frequently by weekend pass users than by other ticket holders are “less stress,” “safety,” and “enjoy relaxing.” As noted earlier, the survey was not designed to address weekend riders, but a significant proportion, 17%, of those who were surveyed because they use Metra on Figure 10.14: Five Top Attributes, Inbound Midday weekday mornings do purchase weekend passes. In that context, their responses to this series of questions are valuable. While enjoying social time is not the primary consideration for most one-way ticket holders, it is more important to this group than to any other. The conclusions to be drawn are that different attributes resonate to differing Figure 10.15: Top Five Attributes, Outbound Midday degrees among the various market segments, and that generally, a series of reasons combine to influence travel mode choice.
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Table 10.17: Reasons Cited for Traveling by Metra, by Ticket Type Weekend RTA Fare Monthly Ten-Ride One-Way Pass Program Avoid congestion 25% 35% 26% 10% 4% Convenience 13% 9% 20% 21% 50% Time to work, read, nap 8% 10% 6% <1% 3% Cost savings 13% 10% 9% 17% 24% Less stress 9% 7% 3% 11% 7% Time savings 4% 6% 2% 2% 3% Preferred travel option 11% 9% 7% 2% 4% Only travel option 10% 9% 15% 4% 3% On-time reliability 2% 2% 2% <1% 2% Environmental concern 1% 1% 2% 7% 0% Enjoy relaxing 1% 1% 2% 6% <1% Safety 1% <1% <1% 7% 0% Other 1% 1% 2% 12% 0% Enjoy social time <1% <1% 4% <1% 0%
Overall Satisfaction with Metra Service Respondents were asked to rank their overall satisfaction with Metra, and the results were very positive. About three-fourths were satisfied with their Metra experience, which is assuring overall. It is not, however, as positive a response as expressed in the 2011 survey when 90% of the riders were satisfied, and only 10% were dissatisfied. Through the filter of external circumstances that heavily impacted Metra’s performance in the months leading up to the 2014 survey, these opinions are not surprising.
Table 10.18: Overall Satisfaction with Metra Very Dissatisfied Dissatisfied Satisfied Very Satisfied Score 1 2 3 4 5 6 7 8 9 10 Percent 4% 3% 4% 6% 10% 14% 20% 18% 14% 7% 2014 Total 2014 Dissatisfied: 27% Satisfied: 73% Total 2011 Dissatisfied: 10% Satisfied: 90%
Another way of measuring overall satisfaction is whether respondents think that the value of the service is equivalent to its cost. Here too, the overall result is positive with 71% satisfied, but again, the ranking has dropped since 2011, when 83% were satisfied. The 2014 sentiment on this issue has likely been affected by the significant February 2012 fare increase of more than 25% and the February 2013 elimination of the 10-ride discount.
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Table 10.19: Value of Service for Fare Paid Very Dissatisfied Dissatisfied Satisfied Very Satisfied Score 1 2 3 4 5 6 7 8 9 10 Percent 3% 5% 4% 7% 10% 13% 19% 14% 13% 12% 2014 Total 2014 Dissatisfied: 29% Satisfied: 71% Total 2011 Dissatisfied: 17% Satisfied: 83% Comparing results of these important measures by line shows diminished rankings in both measures for every line except the SWS, which improved somewhat in value of service for fare paid, and the HC, which improved in both. The most significant drops in ranking occurred on the BNSF and UP-NW which, because they account for such a large share of Metra’s riders, affected the overall system rankings, and on the NCS.
Figure 10.16: Overall Satisfaction Indicators, 2011 v. 2014
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Figure 10.17: How Metra Meets Overall Expectations
Yet another two measures of customer satisfaction are whether Metra meets their expectations overall, and whether the respondent would recommend the service to others. Again, the results were positive. Interestingly, while 71% of riders indicate that Metra meets or exceeds their expectations, 87% express a Figure 10.18: Likelihood of Recommending Metra high likelihood of recommending the service to others.
Importance of Factors that Influence Satisfaction Some aspects of service are more important to customers than others, and these can be expressed in two ways: stated importance and derived importance. Stated importance is analyzed by presenting proportional data on responses to the survey, as has been done throughout the earlier sections of this report. Derived importance is achieved by modeling the data to test the influence of the various attributes in measuring overall customer satisfaction. As in 2011, individual service attributes were modeled as predictors that influence overall satisfaction with Metra services. Attributes that do not increase the predictive powerofthe model were removed, as were those that are highly correlated with each other. The modeling is an iterative process, with the final model containing only 12 attributes, displayed in the quadrant chart below, that significantly influence overall satisfaction. In this chart, the vertical (Y)axis displays the derived importance of the various service attributes, while the horizontal (X) axis displays satisfaction with each attribute. Average satisfaction is represented by the vertical line that bisects the chart. Those attributes in the top left quadrant of the chart are important drivers of customer satisfaction, and those with which respondents were less satisfied. They are indicators of areas where Metra may wish to strive for improvement.
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Table 10.20: Using a Quadrant Chart
Quadrant Satisfaction Level Importance Action Top left Relatively low Relatively high Attributes for improvement Top right Relatively high Relatively high Attributes to maintain Bottom left Relatively low Relatively low Attributes to monitor Bottom right Relatively high Relatively low Attributes with no immediate action
Figure 10.19: Key Drivers of Satisfaction, Quadrant Chart
Those attributes that are above average in importance and somewhat below average in satisfaction are: value of service for fare paid, cleanliness on-board, and getting to the destination on time. Getting to the destination on time has, in the past, been the most important attributebya substantial margin. In this survey, while on-time arrival remains among the top three, value was most important. On the whole (with the exception of announcements of delays at the station), attributes that ranked lower than average in satisfaction were, nevertheless, close to average, perhaps requiring only “fine tuning” and minor adjustments.
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11. Concluding Observations
The overall results of the Customer Satisfaction Survey were positive, with 73% of respondents satisfied with Metra, and 71% indicating that they are satisfied with the value of the service for the fare paid. Even more important, 87% responded that they would recommend Metra to others. However, as noted often in this report, customer satisfaction in virtually every measure has diminished since the 2011 survey. In some measures, satisfaction has diminished by ten or more percentage points in just these three years, even in those areas where improvements have been made. It appears that a number of factors have contributed to this result, such as: ▪▪ Timing of the survey. In the past, most surveys have been conducted in the autumn, as opposed to the 2014 survey which was administered in the spring; ▪▪ Terrible weather conditions that persisted in the 2013-2014 winter immediately preceding the survey, and all the attendant service and operational problems; ▪▪ Aging equipment causing malfunctions in all weather conditions; ▪▪ Negative reactions to these enumerated conditions that may have influenced evaluation of all attributes throughout the survey. Beyond overcoming the funding problems to upgrade systems and equipment, which may not be possible in the immediate future, a number of opportunities, recommendations and action items have been identified and are incorporated in the Executive Summary which appears at the beginning of this report.
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Appendix A: 2014 Modes of Station Access and Egress Tabulations
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Appendix A: 2014 Modes of Station Access and Egress Tabulations
This appendix contains the two most commonly used data tabulations from Metra’s Fall 2014 Origin-Destination Survey:
• All Trains Until Noon – Boarding Station Mode of Access (Question 6) • All Trains Until Noon – Alighting Station Mode of Egress (Question 10)
Riders were surveyed about their trips on all weekday morning trains on all of Metra’s lines: Elec-ML Metra Electric – main line Milw-W Milwaukee West Elec-SC Metra Electric – South Chicago branch UP-NW Union Pacific Northwest – main line Elec-BI Metra Electric – Blue Island branch UP-NW/ Union Pacific Northwest – RI-Main Rock Island – main line McHenry McHenry branch RI-Branch Rock Island – Beverly branch Milw-N Milwaukee North SWS SouthWest Service NCS North Central Service Heritage Heritage Corridor UP-N Union Pacific North BNSF BNSF Railway SS South Shore (only Hegewisch station; UP-W Union Pacific West Northern Indiana Commuter Transportation District)
Riders were asked to supply the following information items, among others: • Boarding and alighting stations • Boarding station modes of access • Alighting station modes of egress.
Every weekday train that was in operation from start-of-service (4:17 AM) till noon arrival in downtown Chicago, or noon departure from downtown Chicago, was surveyed, on a Monday, Tuesday, Wednesday, or Thursday. This included the early-morning Electric District Blue Island and South Chicago shuttle trains, and South Shore riders between the Hegewisch station and other parts of Chicago. A very small number of passengers riding outside the intended time period also completed questionnaires. This survey was intentionally conducted concurrently with Metra’s Spring 2014 Station Boarding/Alighting Count. The survey tabulations incorporate data weights based on the count results. The count also shows that, overall, 49% of the riders on the surveyed weekday morning trains returned a completed questionnaire with mode data – an exceptional cooperation rate.
A close reader of these two tabulations will note that they do not each have exactly the same totals of responses. These totals vary slightly because a few survey respondents did not answer all of the questions, leaving some of them blank. This does not affect the validity of the percentages in these tabulations. Also, for certain stations in each table, as specifically indicated, the data sample was too small to be considered statistically valid.
Consistent with other Metra documents, including Metra’s annual Budget and Program Books, each of the following three station pairs/triplets appears in these tables as two or three separate stations:
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Station Line/branch Vermont St., Blue Island Rock Island - main line Vermont St., Blue Island Rock Island - Beverly branch Blue Island Metra Electric – Blue Island branch Joliet Rock Island - main line Joliet Heritage Corridor Clybourn Union Pacific Northwest line Clybourn Union Pacific North line
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Page | A-3 Mode-of-Access by Boarding Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Pri- Sta Mile Fare A.M. Responses Within Drive pool pool Drop Rapid sit vate Other Code Station Name Line Post Zone Brdgs %Brdgs Total +/- 7%? Walk Bike Alone Driver Psngr Off Transit Bus Bus Metra Other Downtown Stations 5000 Millennium Elec-ML 0.0 A 767 42% 319 Yes 65% 1% 4% 0% 1% 3% 10% 10% 1% 3% 2% 5008 Van Buren St. Elec-ML 0.8 A 188 25% 47 Yes 60% 0% 2% 0% 0% 11% 11% 2% 0% 13% 2% 5014 Museum Campus/11th Street Elec-ML 1.4 A 87 24% 21 Yes 76% 10% 5% 0% 0% 0% 0% 5% 0% 0% 5% 6000 LaSalle St. RI-Main 0.0 A 336 42% 140 Yes 49% 0% 4% 1% 1% 10% 18% 9% 0% 4% 3% 8000 Union Station SWS/Heritage/BN 0.0 A 2,111 56% 1,188 Yes 37% 3% 4% 0% 1% 8% 11% 20% 0% 8% 8% SF/Milw-W/Milw- N/NCS 13000 Ogilvie Center UP-N/UP-NW/UP- 0.0 A 2,032 60% 1,221 Yes 44% 2% 4% 0% 1% 11% 7% 11% 0% 11% 9% W Electric District 1091 Stony Island Elec-SC 9.1 B 124 64% 79 Yes 56% 1% 24% 0% 1% 14% 0% 3% 0% 0% 1% 1097 Bryn Mawr Elec-SC 9.7 B 76 50% 38 Yes 84% 0% 8% 0% 0% 3% 0% 5% 0% 0% 0% 1103 South Shore Elec-SC 10.3 B 153 64% 98 Yes 78% 2% 15% 1% 0% 4% 0% 0% 0% 0% 0% 1109 Windsor Park Elec-SC 10.9 B 78 51% 40 Yes 78% 0% 15% 0% 0% 3% 0% 3% 0% 3% 0% 1115 Cheltenham, 79th St. Elec-SC 11.5 B 61 61% 37 Yes 81% 0% 8% 0% 0% 8% 0% 3% 0% 0% 0% 1120 83rd St. Elec-SC 12.0 B 82 66% 54 Yes 70% 0% 22% 0% 0% 7% 0% 0% 0% 0% 0% 1125 87th St. Elec-SC 12.5 B 87 64% 56 Yes 48% 0% 38% 0% 0% 13% 0% 0% 0% 0% 2% 1130 South Chicago, 93rd St. Elec-SC 13.0 B 530 68% 362 Yes 15% 0% 56% 2% 4% 20% 0% 2% 0% 0% 0% 4156 State Street Elec-BI 15.6 D 46 61% 28 Yes 82% 0% 4% 0% 0% 7% 0% 4% 0% 0% 4% 4160 Stewart Ridge Elec-BI 16.0 D 32 66% 21 No 67% 0% 19% 0% 0% 14% 0% 0% 0% 0% 0% 4167 West Pullman Elec-BI 16.7 D 15 73% 11 No 36% 0% 9% 0% 0% 45% 0% 9% 0% 0% 0% 4170 Racine Ave. Elec-BI 17.0 D 30 67% 20 No 55% 0% 25% 0% 0% 20% 0% 0% 0% 0% 0% 4179 Ashland Ave. Elec-BI 17.9 D 90 62% 56 Yes 34% 0% 52% 0% 2% 11% 0% 0% 0% 0% 2% 4184 Burr Oak Elec-BI 18.4 D 115 68% 78 Yes 27% 0% 63% 0% 1% 9% 0% 0% 0% 0% 0% 4189 Blue Island Elec-BI 18.9 D 212 81% 171 Yes 17% 0% 34% 1% 2% 12% 0% 3% 0% 30% 2% 5022 18th St. Elec-ML 2.2 A 18 28% 5 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 5027 McCormick Place Elec-ML 2.7 A 23 13% 3 No 67% 0% 0% 0% 0% 0% 0% 33% 0% 0% 0% 5032 27th St. Elec-ML 3.2 A 9 33% 3 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 5059 47th St., Kenwood Elec-ML 5.9 B 66 44% 29 Yes 79% 0% 14% 0% 0% 0% 0% 3% 0% 3% 0% 5065 53rd St., Hyde Park Elec-ML 6.5 B 311 40% 124 Yes 94% 0% 4% 0% 0% 2% 0% 0% 0% 0% 0% 5070 55th-56th-57th St. Elec-ML 7.0 B 615 39% 238 Yes 68% 1% 18% 2% 0% 4% 0% 4% 0% 2% 1% 5074 59th St., Univ. of Chicago Elec-ML 7.4 B 309 28% 88 Yes 42% 0% 39% 1% 1% 6% 0% 0% 0% 11% 0%
Page 1 of 9 Mode-of-Access by Boarding Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Pri- Sta Mile Fare A.M. Responses Within Drive pool pool Drop Rapid sit vate Other Code Station Name Line Post Zone Brdgs %Brdgs Total +/- 7%? Walk Bike Alone Driver Psngr Off Transit Bus Bus Metra Other 5079 63rd Street Elec-ML 7.9 B 93 62% 58 Yes 38% 0% 57% 0% 0% 2% 0% 3% 0% 0% 0% 5093 75th St., Grand Crossing Elec-ML 9.3 B 9 89% 8 No 75% 0% 0% 0% 0% 25% 0% 0% 0% 0% 0% 5100 79th St., Chatham Elec-ML 10.0 B 45 58% 26 No 46% 0% 42% 0% 0% 8% 0% 4% 0% 0% 0% 5104 83rd St., Avalon Park Elec-ML 10.4 C 45 82% 37 Yes 68% 0% 16% 3% 0% 14% 0% 0% 0% 0% 0% 5109 87th St., Woodruff Elec-ML 10.9 C 41 80% 33 Yes 33% 0% 45% 0% 3% 12% 0% 3% 0% 3% 0% 5114 91st St., Chesterfield Elec-ML 11.4 C 23 65% 15 No 47% 0% 53% 0% 0% 0% 0% 0% 0% 0% 0% 5120 95th St., Chicago State Univ. Elec-ML 12.0 C 15 73% 11 No 18% 0% 36% 0% 9% 36% 0% 0% 0% 0% 0% 5130 103rd St., Rosemoor Elec-ML 13.0 C 36 67% 24 No 50% 0% 17% 8% 0% 25% 0% 0% 0% 0% 0% 5135 107th Street Elec-ML 13.5 C 23 52% 12 Yes 83% 0% 0% 0% 0% 17% 0% 0% 0% 0% 0% 5140 111th St., Pullman Elec-ML 14.0 C 15 107% 16 Yes 81% 0% 13% 0% 0% 0% 0% 6% 0% 0% 0% 5145 Kensington, 115th St. Elec-ML 14.5 C 918 38% 351 Yes 13% 0% 62% 1% 2% 15% 0% 2% 0% 5% 1% 5173 Riverdale Elec-ML 17.3 D 167 55% 92 Yes 34% 1% 47% 1% 0% 17% 0% 0% 0% 0% 0% 5182 Ivanhoe Elec-ML 18.2 D 616 48% 294 Yes 26% 0% 52% 1% 1% 19% 0% 0% 0% 0% 1% 5190 147th St. Elec-ML 19.0 D 957 52% 495 Yes 3% 0% 69% 1% 2% 19% 0% 5% 0% 0% 0% 5200 Harvey Elec-ML 20.0 D 549 53% 289 Yes 8% 0% 64% 1% 2% 18% 0% 6% 0% 0% 0% 5223 Hazel Crest Elec-ML 22.3 E 339 50% 170 Yes 12% 0% 62% 3% 2% 20% 0% 1% 0% 0% 0% 5228 Calumet Elec-ML 22.8 E 1,103 52% 576 Yes 3% 0% 82% 2% 1% 11% 0% 0% 0% 0% 0% 5235 Homewood Elec-ML 23.5 E 1,112 54% 602 Yes 21% 2% 44% 1% 3% 28% 0% 0% 0% 0% 1% 5249 Flossmoor Elec-ML 24.9 E 727 64% 465 Yes 27% 3% 37% 3% 2% 27% 0% 0% 0% 0% 0% 5266 Olympia Fields Elec-ML 26.6 F 593 41% 241 Yes 6% 0% 78% 1% 0% 15% 0% 0% 0% 0% 0% 5276 211th St. Elec-ML 27.6 F 721 50% 360 Yes 7% 0% 62% 3% 2% 23% 0% 3% 0% 0% 0% 5282 Matteson Elec-ML 28.2 F 535 53% 285 Yes 15% 0% 65% 4% 2% 13% 0% 0% 0% 0% 0% 5293 Richton Park Elec-ML 29.3 F 1,145 58% 669 Yes 17% 0% 55% 2% 2% 20% 0% 2% 0% 0% 0% 5315 University Park Elec-ML 31.5 G 790 66% 525 Yes 1% 0% 77% 4% 3% 9% 0% 2% 0% 0% 3% Rock Island District 6031 35th Street / Bronzeville RI-Main 9.8 B 32 41% 13 No 38% 8% 0% 0% 0% 31% 8% 15% 0% 0% 0% 6098 Gresham RI-Main 9.8 B 369 37% 138 Yes 21% 0% 56% 4% 1% 14% 0% 3% 0% 0% 1% 6109 Longwood RI-Main 10.9 C 68 38% 26 No 23% 0% 62% 0% 0% 15% 0% 0% 0% 0% 0% 6120 Washington Hts. RI-Main 12.0 C 164 39% 64 Yes 20% 0% 58% 2% 2% 19% 0% 0% 0% 0% 0% 6157 Vermont St. RI-Main 15.7 D 475 37% 175 Yes 12% 0% 70% 1% 2% 13% 0% 1% 0% 1% 1% 6172 Robbins RI-Main 17.2 D 63 33% 21 No 29% 0% 29% 0% 0% 43% 0% 0% 0% 0% 0%
Page 2 of 9 Mode-of-Access by Boarding Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Pri- Sta Mile Fare A.M. Responses Within Drive pool pool Drop Rapid sit vate Other Code Station Name Line Post Zone Brdgs %Brdgs Total +/- 7%? Walk Bike Alone Driver Psngr Off Transit Bus Bus Metra Other 6184 Midlothian RI-Main 18.4 D 873 32% 281 Yes 15% 0% 68% 3% 2% 11% 0% 0% 0% 0% 0% 6204 Oak Forest RI-Main 20.4 E 1,072 36% 384 Yes 7% 1% 68% 2% 1% 18% 0% 3% 0% 0% 0% 6235 Tinley Park RI-Main 23.5 E 912 48% 438 Yes 16% 1% 61% 3% 2% 16% 0% 0% 0% 0% 1% 6251 80th Ave. RI-Main 25.1 E 1,840 43% 783 Yes 5% 1% 76% 3% 2% 13% 0% 0% 0% 0% 0% 6275 Hickory Creek RI-Main 27.5 F 930 49% 452 Yes 4% 0% 80% 4% 4% 8% 0% 0% 0% 0% 0% 6296 Mokena RI-Main 29.6 F 539 56% 303 Yes 12% 1% 59% 3% 2% 22% 0% 0% 0% 0% 0% 6340 New Lenox RI-Main 34.0 G 1,041 55% 570 Yes 2% 0% 84% 1% 1% 11% 0% 0% 0% 0% 1% 6402 Joliet RI-Main 40.2 H 628 57% 360 Yes 6% 0% 58% 2% 2% 26% 0% 4% 0% 0% 2% 7106 Brainerd RI-Branch 10.6 C 307 42% 128 Yes 34% 0% 51% 2% 2% 9% 0% 1% 0% 0% 1% 7113 91st St., Beverly Hills RI-Branch 11.3 C 351 42% 146 Yes 32% 1% 49% 3% 1% 12% 0% 1% 0% 1% 1% 7117 95th St., Beverly Hills RI-Branch 11.7 C 477 42% 200 Yes 39% 0% 27% 4% 6% 23% 0% 2% 0% 0% 1% 7123 99th St., Beverly Hills RI-Branch 12.3 C 590 48% 286 Yes 37% 1% 40% 4% 2% 13% 0% 1% 0% 0% 0% 7128 103rd St., Beverly Hills RI-Branch 12.8 C 710 50% 353 Yes 39% 0% 40% 2% 1% 15% 0% 3% 0% 0% 0% 7133 107th St., Beverly Hills RI-Branch 13.3 C 398 53% 212 Yes 41% 1% 35% 2% 4% 17% 0% 0% 0% 0% 0% 7138 111th St., Morgan Park RI-Branch 13.8 C 551 57% 315 Yes 24% 1% 50% 4% 3% 14% 0% 4% 0% 0% 0% 7143 115th St., Morgan Park RI-Branch 14.3 C 163 72% 118 Yes 35% 0% 48% 1% 0% 16% 0% 0% 0% 0% 0% 7148 119th St. RI-Branch 14.8 C 303 67% 202 Yes 18% 0% 59% 1% 1% 16% 0% 3% 0% 0% 0% 7152 123rd St. RI-Branch 15.2 D 44 59% 26 Yes 81% 4% 8% 0% 0% 8% 0% 0% 0% 0% 0% 7158 Prairie St. RI-Branch 15.8 D 37 22% 8 No 63% 0% 38% 0% 0% 0% 0% 0% 0% 0% 0% 7164 Vermont St. RI-Branch 16.4 D 90 80% 72 Yes 17% 1% 50% 1% 4% 24% 0% 3% 0% 0% 0% SouthWest Service 8112 Wrightwood SWS 11.2 C 249 47% 116 Yes 17% 0% 65% 2% 1% 10% 0% 4% 0% 0% 1% 8126 Ashburn SWS 12.6 C 225 63% 142 Yes 37% 0% 44% 1% 1% 18% 0% 0% 0% 0% 0% 8152 Oak Lawn SWS 15.2 D 1,171 55% 640 Yes 16% 1% 62% 2% 3% 14% 0% 1% 0% 0% 0% 8168 Chicago Ridge SWS 16.8 D 317 59% 186 Yes 39% 0% 45% 1% 1% 13% 0% 1% 0% 0% 0% 8182 Worth SWS 18.2 D 416 62% 258 Yes 17% 2% 66% 3% 2% 9% 0% 0% 0% 0% 0% 8192 Palos Heights SWS 19.2 D 243 73% 177 Yes 1% 0% 83% 1% 0% 15% 0% 0% 1% 0% 0% 8203 Palos Park SWS 20.3 E 408 58% 235 Yes 7% 1% 70% 2% 3% 17% 0% 0% 0% 0% 1% 8236 Orland Park, 143rd St. SWS 23.6 E 470 68% 320 Yes 11% 1% 70% 1% 2% 15% 0% 0% 0% 0% 0% 8248 Orland Park, 153rd St. SWS 24.8 E 590 75% 444 Yes 6% 0% 79% 1% 2% 12% 0% 0% 0% 0% 0% 8289 Orland Park, 179th St. SWS 28.9 F 177 92% 163 Yes 9% 1% 63% 1% 3% 23% 0% 0% 0% 0% 0%
Page 3 of 9 Mode-of-Access by Boarding Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Pri- Sta Mile Fare A.M. Responses Within Drive pool pool Drop Rapid sit vate Other Code Station Name Line Post Zone Brdgs %Brdgs Total +/- 7%? Walk Bike Alone Driver Psngr Off Transit Bus Bus Metra Other 8358 Laraway Rd. SWS 35.8 H 27 81% 22 Yes 0% 0% 73% 0% 5% 23% 0% 0% 0% 0% 0% 8408 Manhattan SWS 40.8 I 28 96% 27 No 11% 0% 63% 4% 7% 15% 0% 0% 0% 0% 0% Heritage Corridor 9119 Summit Heritage 11.9 C 83 51% 42 Yes 10% 0% 76% 0% 5% 10% 0% 0% 0% 0% 0% 9175 Willow Springs Heritage 17.5 D 95 61% 58 Yes 24% 0% 57% 0% 0% 19% 0% 0% 0% 0% 0% 9253 Lemont Heritage 25.3 E 456 55% 250 Yes 7% 0% 68% 4% 3% 17% 0% 0% 0% 0% 0% 9329 Lockport Heritage 32.9 G 352 61% 216 Yes 6% 0% 76% 2% 4% 12% 0% 0% 0% 0% 0% 9372 Joliet Heritage 37.2 G 244 64% 156 Yes 1% 0% 84% 4% 2% 8% 0% 1% 0% 0% 0% BNSF Railway 10018 Halsted St. BNSF 1.8 A 30 20% 6 No 83% 17% 0% 0% 0% 0% 0% 0% 0% 0% 0% 10038 Western Ave. BNSF 3.8 A 43 42% 18 No 28% 11% 11% 0% 0% 11% 0% 33% 0% 0% 6% 10070 Cicero BNSF 7.0 B 119 39% 47 Yes 15% 2% 47% 2% 2% 13% 0% 15% 0% 0% 4% 10091 LaVergne BNSF 9.1 B 186 35% 66 Yes 47% 0% 36% 0% 2% 11% 0% 3% 0% 0% 2% 10096 Berwyn BNSF 9.6 B 570 53% 301 Yes 42% 2% 30% 3% 4% 15% 0% 3% 0% 0% 0% 10101 Harlem Ave. BNSF 10.1 B 457 50% 229 Yes 60% 2% 19% 2% 1% 13% 0% 2% 0% 0% 1% 10111 Riverside BNSF 11.1 C 459 47% 217 Yes 54% 4% 27% 3% 2% 10% 0% 0% 0% 0% 0% 10118 Zoo Stop BNSF 11.8 C 82 73% 60 Yes 93% 0% 3% 0% 0% 2% 0% 2% 0% 0% 0% 10123 Brookfield BNSF 12.3 C 560 59% 329 Yes 50% 1% 26% 4% 3% 14% 0% 1% 0% 0% 0% 10131 Congress Park BNSF 13.1 C 249 39% 97 Yes 66% 0% 20% 3% 1% 9% 0% 0% 0% 0% 1% 10138 LaGrange Rd. BNSF 13.8 C 1,313 38% 494 Yes 37% 4% 28% 1% 3% 23% 0% 2% 0% 0% 1% 10142 Stone Ave. BNSF 14.2 C 988 46% 452 Yes 39% 6% 33% 5% 4% 14% 0% 0% 0% 0% 0% 10155 Western Springs BNSF 15.5 D 1,035 44% 452 Yes 32% 5% 36% 2% 3% 21% 0% 1% 0% 0% 1% 10164 Highlands BNSF 16.4 D 153 56% 86 Yes 38% 1% 42% 3% 3% 12% 0% 0% 0% 0% 0% 10169 Hinsdale BNSF 16.9 D 999 57% 565 Yes 22% 2% 34% 3% 3% 31% 0% 2% 0% 0% 1% 10178 West Hinsdale BNSF 17.8 D 351 54% 188 Yes 45% 1% 42% 2% 1% 9% 0% 0% 0% 0% 0% 10183 Clarendon Hills BNSF 18.3 D 742 61% 454 Yes 36% 3% 27% 1% 2% 22% 0% 8% 0% 0% 0% 10195 Westmont BNSF 19.5 D 980 60% 591 Yes 22% 3% 43% 2% 2% 18% 0% 10% 0% 0% 1% 10204 Fairview Ave. BNSF 20.4 E 365 67% 244 Yes 38% 1% 44% 4% 2% 11% 0% 0% 0% 0% 0% 10212 Main St. BNSF 21.2 E 2,268 40% 918 Yes 22% 3% 44% 2% 3% 19% 0% 6% 1% 0% 1% 10226 Belmont BNSF 22.6 E 1,232 42% 523 Yes 8% 0% 65% 4% 3% 13% 0% 6% 0% 0% 1% 10245 Lisle BNSF 24.5 E 1,730 53% 910 Yes 8% 1% 49% 2% 3% 22% 0% 14% 1% 0% 0%
Page 4 of 9 Mode-of-Access by Boarding Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Pri- Sta Mile Fare A.M. Responses Within Drive pool pool Drop Rapid sit vate Other Code Station Name Line Post Zone Brdgs %Brdgs Total +/- 7%? Walk Bike Alone Driver Psngr Off Transit Bus Bus Metra Other 10285 Naperville BNSF 28.5 F 3,609 48% 1,746 Yes 9% 3% 47% 3% 3% 18% 0% 15% 0% 0% 1% 10316 Route 59 BNSF 31.6 G 5,620 47% 2,646 Yes 6% 1% 72% 2% 2% 10% 0% 6% 0% 0% 0% 10380 Aurora BNSF 38.0 H 1,821 57% 1,029 Yes 2% 0% 74% 3% 3% 14% 0% 2% 0% 0% 2% Union Pacific-West Line 11036 Kedzie UP-W 3.6 A 44 50% 22 No 5% 23% 32% 0% 5% 23% 0% 9% 0% 0% 5% 11085 Oak Park UP-W 8.5 B 891 30% 264 Yes 61% 7% 11% 0% 1% 13% 3% 4% 0% 0% 0% 11097 River Forest UP-W 9.7 B 421 36% 150 Yes 53% 1% 33% 1% 1% 11% 0% 1% 0% 0% 0% 11105 Maywood UP-W 10.5 C 71 49% 35 Yes 17% 3% 71% 0% 0% 6% 0% 3% 0% 0% 0% 11113 Melrose Park UP-W 11.3 C 85 61% 52 Yes 33% 2% 40% 0% 4% 21% 0% 0% 0% 0% 0% 11126 Bellwood UP-W 12.6 C 146 64% 94 Yes 16% 0% 63% 3% 2% 14% 0% 0% 0% 0% 2% 11143 Berkeley UP-W 14.3 C 145 51% 74 Yes 18% 1% 61% 1% 4% 14% 0% 0% 0% 0% 1% 11157 Elmhurst UP-W 15.7 D 1,925 36% 701 Yes 23% 5% 52% 3% 4% 12% 0% 0% 0% 0% 1% 11178 Villa Park UP-W 17.8 D 741 38% 285 Yes 21% 1% 61% 2% 2% 13% 0% 0% 0% 0% 0% 11199 Lombard UP-W 19.9 D 1,212 39% 478 Yes 24% 5% 44% 1% 3% 20% 0% 2% 0% 0% 1% 11224 Glen Ellyn UP-W 22.4 E 1,541 42% 644 Yes 29% 4% 38% 2% 2% 22% 0% 1% 0% 0% 1% 11238 College Ave. UP-W 23.8 E 932 48% 450 Yes 23% 2% 54% 3% 4% 12% 0% 1% 0% 0% 0% 11250 Wheaton UP-W 25.0 E 1,282 50% 645 Yes 23% 2% 46% 1% 2% 23% 0% 3% 0% 0% 0% 11275 Winfield UP-W 27.5 F 431 65% 282 Yes 13% 2% 60% 1% 3% 20% 0% 0% 0% 0% 0% 11300 West Chicago UP-W 30.0 F 459 53% 245 Yes 11% 1% 67% 1% 2% 16% 0% 0% 0% 0% 1% 11355 Geneva UP-W 35.5 H 1,519 55% 836 Yes 6% 3% 67% 2% 2% 19% 0% 0% 0% 0% 1% 11409 La Fox UP-W 40.9 I 291 51% 147 Yes 0% 0% 83% 2% 3% 12% 0% 0% 0% 0% 0% 11436 Elburn UP-W 43.6 I 242 72% 174 Yes 1% 1% 71% 7% 7% 12% 0% 1% 0% 0% 1% Milwaukee District-West Line 12029 Western Ave. Milw-W/Milw- 2.9 A 422 43% 183 Yes 21% 13% 37% 1% 2% 11% 0% 13% 0% 1% 1% N/NCS 12065 Grand/Cicero Milw-W 5.9 B 84 30% 25 No 44% 8% 20% 0% 4% 16% 0% 8% 0% 0% 0% 12077 Hanson Park Milw-W 7.7 B 44 57% 25 No 44% 8% 20% 0% 4% 16% 0% 8% 0% 0% 0% 12086 Galewood Milw-W 8.6 B 213 47% 100 Yes 37% 1% 34% 2% 2% 18% 0% 6% 0% 0% 0% 12091 Mars Milw-W 9.1 B 109 60% 65 Yes 60% 0% 29% 0% 2% 9% 0% 0% 0% 0% 0% 12095 Mont Clare Milw-W 9.5 B 268 54% 146 Yes 37% 1% 47% 1% 1% 11% 1% 1% 0% 0% 1% 12102 Elmwood Park Milw-W 10.2 C 364 54% 197 Yes 41% 1% 45% 2% 1% 9% 0% 2% 0% 0% 0% 12114 River Grove Milw-W/NCS 11.4 C 260 42% 109 Yes 23% 1% 52% 3% 3% 15% 0% 4% 0% 0% 0%
Page 5 of 9 Mode-of-Access by Boarding Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Pri- Sta Mile Fare A.M. Responses Within Drive pool pool Drop Rapid sit vate Other Code Station Name Line Post Zone Brdgs %Brdgs Total +/- 7%? Walk Bike Alone Driver Psngr Off Transit Bus Bus Metra Other 12132 Franklin Park Milw-W 13.2 C 274 48% 132 Yes 25% 2% 51% 3% 2% 12% 0% 2% 0% 1% 2% 12140 Mannheim Milw-W 14.0 C 26 No Data No Data No Data 12172 Bensenville Milw-W 17.2 D 294 31% 90 Yes 26% 2% 54% 1% 3% 12% 0% 0% 0% 1% 0% 12191 Wood Dale Milw-W 19.1 D 454 36% 165 Yes 8% 1% 72% 2% 1% 15% 0% 0% 0% 0% 1% 12210 Itasca Milw-W 21.0 E 449 37% 164 Yes 23% 1% 50% 4% 4% 16% 0% 0% 1% 0% 2% 12230 Medinah Milw-W 23.0 E 451 46% 207 Yes 5% 0% 72% 3% 3% 13% 0% 0% 0% 0% 1% 12239 Roselle Milw-W 23.9 E 1,120 49% 551 Yes 8% 2% 68% 3% 3% 15% 0% 0% 0% 0% 1% 12265 Schaumburg Milw-W 26.5 F 1,589 41% 644 Yes 5% 1% 76% 2% 2% 13% 0% 1% 0% 0% 1% 12284 Hanover Park Milw-W 28.4 F 1,274 41% 517 Yes 5% 1% 74% 1% 2% 16% 0% 0% 0% 0% 1% 12301 Bartlett Milw-W 30.1 F 976 50% 488 Yes 8% 1% 66% 2% 3% 20% 0% 0% 0% 0% 1% 12360 National St. Milw-W 36.0 H 578 50% 287 Yes 6% 1% 77% 3% 3% 10% 0% 0% 0% 0% 0% 12366 Elgin Milw-W 36.6 H 334 56% 186 Yes 15% 1% 55% 4% 3% 15% 0% 4% 0% 0% 3% 12398 Big Timber Milw-W 39.8 H 648 69% 449 Yes 2% 0% 75% 3% 2% 15% 0% 0% 0% 0% 1% Union Pacific-Northwest Line 13029 Clybourn UP-NW 2.9 A 338 32% 107 Yes 46% 9% 14% 1% 3% 10% 0% 11% 0% 3% 3% 13070 Irving Park UP-NW 7.0 B 372 25% 94 Yes 57% 3% 13% 2% 2% 11% 0% 10% 0% 1% 1% 13091 Jefferson Park UP-NW 9.1 B 465 26% 119 Yes 36% 3% 28% 3% 1% 12% 6% 11% 0% 1% 1% 13101 Gladstone Park UP-NW 10.1 B 169 30% 50 Yes 64% 2% 20% 2% 2% 10% 0% 0% 0% 0% 0% 13114 Norwood Park UP-NW 11.4 C 311 36% 112 Yes 42% 4% 38% 1% 0% 15% 0% 0% 0% 0% 0% 13126 Edison Park UP-NW 12.6 C 582 35% 203 Yes 54% 0% 35% 1% 1% 7% 0% 0% 0% 0% 0% 13135 Park Ridge UP-NW 13.5 C 797 33% 265 Yes 33% 2% 43% 3% 3% 15% 0% 0% 0% 0% 2% 13150 Dee Road UP-NW 15.0 C 505 41% 207 Yes 34% 1% 43% 3% 1% 15% 0% 1% 0% 0% 1% 13171 Des Plaines UP-NW 17.1 D 909 36% 326 Yes 52% 2% 28% 1% 2% 11% 0% 2% 0% 1% 0% 13186 Cumberland UP-NW 18.6 D 364 38% 138 Yes 20% 2% 51% 4% 3% 20% 0% 0% 0% 0% 0% 13200 Mount Prospect UP-NW 20.0 D 1,493 46% 686 Yes 24% 3% 50% 3% 4% 13% 0% 2% 0% 0% 0% 13228 Arlington Hghts. UP-NW 22.8 E 1,934 46% 887 Yes 24% 5% 50% 2% 2% 16% 0% 0% 0% 0% 1% 13244 Arlington Park UP-NW 24.4 E 1,426 45% 644 Yes 7% 1% 72% 3% 3% 13% 0% 0% 0% 0% 0% 13268 Palatine UP-NW 26.8 F 1,962 51% 995 Yes 13% 2% 66% 2% 3% 15% 0% 0% 0% 0% 0% 13319 Barrington UP-NW 31.9 G 1,416 48% 681 Yes 10% 2% 65% 3% 3% 17% 0% 0% 0% 0% 0% 13373 Fox River Grove UP-NW 37.3 H 359 49% 176 Yes 14% 1% 57% 6% 3% 19% 0% 0% 0% 0% 0% 13386 Cary UP-NW 38.6 H 787 52% 410 Yes 7% 2% 67% 2% 2% 19% 0% 0% 0% 0% 0%
Page 6 of 9 Mode-of-Access by Boarding Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Pri- Sta Mile Fare A.M. Responses Within Drive pool pool Drop Rapid sit vate Other Code Station Name Line Post Zone Brdgs %Brdgs Total +/- 7%? Walk Bike Alone Driver Psngr Off Transit Bus Bus Metra Other 13417 Pingree Rd. UP-NW 41.7 I 645 62% 400 Yes 4% 1% 80% 2% 2% 12% 0% 0% 0% 0% 1% 13432 Crystal Lake UP-NW 43.2 I 1,034 65% 676 Yes 10% 2% 59% 3% 5% 19% 0% 0% 0% 1% 0% 13516 Woodstock UP-NW 51.6 K 381 53% 203 Yes 11% 1% 67% 1% 3% 15% 0% 0% 0% 0% 0% 13631 Harvard UP-NW 63.1 M 235 92% 216 Yes 6% 0% 58% 6% 7% 21% 0% 0% 0% 0% 0% 14506 McHenry UP-NW/McHenry 50.6 K 114 75% 86 Yes 2% 1% 74% 0% 0% 21% 0% 1% 0% 0% 0% Milwaukee District-North Line 15064 Healy Milw-N 6.4 B 229 45% 104 Yes 40% 10% 12% 0% 0% 13% 0% 24% 0% 0% 1% 15082 Grayland Milw-N 8.2 B 254 41% 105 Yes 61% 3% 24% 1% 1% 5% 0% 6% 0% 0% 0% 15090 Mayfair Milw-N 9.0 B 258 47% 122 Yes 39% 7% 16% 0% 0% 12% 11% 16% 0% 0% 0% 15102 Forest Glen Milw-N 10.2 C 289 44% 128 Yes 30% 3% 48% 1% 0% 14% 0% 3% 0% 0% 0% 15116 Edgebrook Milw-N 11.6 C 448 46% 207 Yes 31% 4% 40% 1% 4% 16% 0% 3% 0% 0% 0% 15143 Morton Grove Milw-N 14.3 C 892 34% 300 Yes 18% 1% 57% 2% 2% 18% 0% 1% 0% 0% 0% 15162 Golf Milw-N 16.2 D 168 48% 81 Yes 40% 4% 27% 0% 0% 30% 0% 0% 0% 0% 0% 15174 Glenview Milw-N 17.4 D 1,124 35% 388 Yes 25% 3% 49% 1% 1% 18% 0% 1% 0% 0% 1% 15188 Glen/N. Glenview Milw-N 18.8 D 725 50% 360 Yes 5% 3% 74% 3% 3% 11% 0% 0% 0% 0% 1% 15211 Northbrook Milw-N 21.1 E 1,089 41% 444 Yes 16% 1% 63% 3% 3% 13% 0% 0% 0% 0% 1% 15230 Lake Cook Milw-N 23.0 E 456 53% 243 Yes 2% 1% 84% 2% 3% 8% 0% 0% 0% 0% 1% 15242 Deerfield Milw-N 24.2 E 831 52% 436 Yes 18% 2% 59% 1% 2% 17% 0% 0% 0% 0% 1% 15280 Lake Forest Milw-N 28.0 F 429 53% 229 Yes 5% 0% 73% 1% 2% 18% 0% 0% 0% 0% 0% 15355 Libertyville Milw-N 35.5 H 708 60% 422 Yes 14% 2% 52% 1% 1% 29% 0% 1% 0% 0% 0% 15392 Prairie Crossing Milw-N 39.2 H 396 66% 263 Yes 4% 3% 75% 2% 3% 12% 0% 0% 0% 0% 0% 15410 Grayslake Milw-N 41.0 I 463 69% 321 Yes 13% 0% 64% 2% 3% 16% 0% 1% 0% 0% 1% 15440 Round Lake Milw-N 44.0 I 451 60% 270 Yes 7% 1% 61% 1% 1% 28% 0% 1% 0% 0% 0% 15460 Long Lake Milw-N 46.0 J 88 69% 61 Yes 15% 0% 61% 0% 0% 25% 0% 0% 0% 0% 0% 15478 Ingleside Milw-N 47.8 J 83 71% 59 Yes 17% 0% 59% 0% 0% 24% 0% 0% 0% 0% 0% 15495 Fox Lake Milw-N 49.5 J 381 87% 332 Yes 6% 1% 65% 5% 4% 17% 0% 0% 1% 0% 2% North Central Service 16130 Belmont Ave. NCS 13.0 C 18 44% 8 No 0% 0% 38% 0% 0% 25% 0% 13% 0% 25% 0% 16148 Schiller Park NCS 14.8 C 18 89% 16 No 19% 0% 56% 0% 0% 25% 0% 0% 0% 0% 0% 16156 Rosemont NCS 15.6 D 8 50% 4 Yes 0% 0% 100% 0% 0% 0% 0% 0% 0% 0% 0% 16171 O'Hare NCS 17.1 D 13 92% 12 No 8% 0% 25% 0% 0% 25% 0% 0% 17% 0% 25%
Page 7 of 9 Mode-of-Access by Boarding Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Pri- Sta Mile Fare A.M. Responses Within Drive pool pool Drop Rapid sit vate Other Code Station Name Line Post Zone Brdgs %Brdgs Total +/- 7%? Walk Bike Alone Driver Psngr Off Transit Bus Bus Metra Other 16240 Prospect Hghts. NCS 24.0 E 249 42% 105 Yes 12% 4% 54% 4% 3% 23% 0% 0% 0% 0% 0% 16272 Wheeling NCS 27.2 F 293 39% 115 Yes 8% 3% 64% 3% 2% 18% 0% 1% 0% 0% 0% 16295 Buffalo Grove NCS 29.5 F 526 52% 275 Yes 9% 3% 72% 2% 1% 13% 0% 0% 0% 0% 0% 16316 Prairie View NCS 31.6 G 314 54% 169 Yes 18% 1% 53% 4% 4% 20% 0% 0% 0% 0% 1% 16330 Vernon Hills NCS 33.0 G 388 57% 220 Yes 14% 5% 57% 3% 6% 14% 0% 0% 0% 0% 0% 16369 Mundelein NCS 36.9 H 264 66% 174 Yes 9% 2% 60% 2% 2% 25% 0% 0% 0% 0% 0% 16407 Prairie Crossing NCS 40.7 H 87 57% 50 Yes 0% 0% 70% 4% 4% 14% 0% 0% 0% 8% 0% 16439 Grayslake NCS 43.9 I 111 73% 81 Yes 9% 4% 53% 1% 1% 32% 0% 0% 0% 0% 0% 16459 Round Lake Beach NCS 45.9 J 139 55% 77 Yes 5% 1% 69% 1% 3% 21% 0% 0% 0% 0% 0% 16482 Lake Villa NCS 48.2 J 164 71% 116 Yes 5% 0% 71% 2% 2% 21% 0% 0% 0% 0% 0% 16528 Antioch NCS 52.8 K 208 67% 140 Yes 9% 1% 54% 6% 4% 24% 0% 0% 1% 0% 1% Union Pacific-North Line 17029 Clybourn UP-N 3.0 A 648 39% 254 Yes 37% 11% 17% 2% 2% 9% 0% 17% 0% 4% 2% 17065 Ravenswood UP-N 6.5 B 2,079 27% 565 Yes 70% 6% 8% 0% 0% 7% 2% 6% 0% 0% 1% 17094 Rogers Park UP-N 9.4 B 1,304 29% 377 Yes 57% 3% 21% 1% 1% 12% 1% 5% 0% 0% 0% 17110 Main St. UP-N 11.0 C 1,010 38% 382 Yes 74% 2% 12% 2% 1% 6% 3% 0% 0% 0% 1% 17120 Davis St. UP-N 12.0 C 1,056 33% 345 Yes 61% 3% 14% 1% 0% 11% 3% 6% 0% 0% 0% 17133 Central St. UP-N 13.3 C 1,073 40% 425 Yes 48% 8% 25% 2% 0% 12% 0% 3% 0% 0% 1% 17144 Wilmette UP-N 14.4 C 904 50% 454 Yes 40% 5% 35% 2% 2% 13% 0% 3% 0% 0% 1% 17152 Kenilworth UP-N 15.2 D 269 49% 132 Yes 55% 7% 21% 2% 2% 12% 0% 0% 0% 0% 2% 17158 Indian Hill UP-N 15.8 D 160 56% 89 Yes 67% 0% 27% 0% 1% 4% 0% 0% 0% 0% 0% 17166 Winnetka UP-N 16.6 D 354 63% 222 Yes 45% 2% 31% 2% 1% 18% 0% 1% 0% 0% 0% 17177 Hubbard Woods UP-N 17.7 D 192 64% 122 Yes 63% 2% 18% 2% 2% 12% 0% 1% 0% 0% 0% 17192 Glencoe UP-N 19.2 D 340 58% 196 Yes 32% 1% 52% 1% 1% 11% 0% 0% 0% 0% 2% 17205 Braeside UP-N 20.5 E 158 73% 116 Yes 35% 2% 52% 1% 0% 10% 0% 0% 0% 0% 0% 17215 Ravinia UP-N 21.5 E 178 63% 113 Yes 60% 3% 24% 3% 0% 9% 1% 1% 0% 0% 0% 17230 Highland Park UP-N 23.0 E 570 60% 340 Yes 26% 2% 55% 2% 2% 12% 0% 1% 0% 0% 0% 17245 Highwood UP-N 24.5 E 148 46% 68 Yes 60% 0% 15% 0% 1% 21% 0% 1% 0% 0% 1% 17257 Fort Sheridan UP-N 25.7 F 178 61% 108 Yes 17% 2% 56% 3% 4% 19% 0% 0% 0% 0% 0% 17283 Lake Forest UP-N 28.3 F 317 62% 197 Yes 22% 4% 47% 4% 3% 20% 0% 0% 0% 0% 1% 17302 Lake Bluff UP-N 30.2 G 272 62% 169 Yes 26% 5% 43% 4% 5% 15% 0% 0% 1% 0% 1%
Page 8 of 9 Mode-of-Access by Boarding Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Pri- Sta Mile Fare A.M. Responses Within Drive pool pool Drop Rapid sit vate Other Code Station Name Line Post Zone Brdgs %Brdgs Total +/- 7%? Walk Bike Alone Driver Psngr Off Transit Bus Bus Metra Other 17322 Great Lakes UP-N 32.2 G 47 81% 38 Yes 24% 0% 24% 0% 3% 42% 0% 0% 0% 0% 8% 17332 North Chicago UP-N 33.2 G 110 51% 56 Yes 23% 2% 39% 2% 2% 27% 0% 2% 0% 0% 4% 17359 Waukegan UP-N 35.9 H 581 64% 370 Yes 7% 1% 45% 5% 4% 26% 0% 8% 0% 1% 4% 17421 Zion UP-N 42.1 I 139 66% 92 Yes 12% 0% 55% 4% 4% 22% 0% 0% 0% 1% 1% 17445 Winthrop Harbor UP-N 44.5 I 65 65% 42 Yes 21% 2% 45% 5% 5% 21% 0% 0% 0% 0% 0% 17516 Kenosha UP-N 51.6 K 279 87% 243 Yes 9% 3% 46% 5% 7% 26% 0% 1% 0% 0% 2% 241 Stations Survey Totals 127,959 49% 62,364 Totals/Averages Weighted by Ridership 127,959 100% 127,959 23% 2% 50% 2% 2% 15% 1% 3% 0% 1% 1% Auto occupancy rate per car parked systemwide 1.04
South Shore 3190 Hegewisch SS 13.0 B 1,092 22% 240 Yes 4% 0% 64% 4% 3% 13% 0% 12% 0% 0% 0%
April-June 2014 Origin-Destination Survey w/ inbound & outbound, AM peak & AM off-peak, on-board
Note on Shading and "Valid Within ±7%?" column: All rows that have a "No" in the "Valid Within ±7%?" column have been shaded via conditional formatting, while all rows with a "Yes" left unshaded. If the "Valid Within ±7%?" column indicates "Yes", the results for Walk, Drove Alone, and Drop Off are valid within ±7%. This means that we are certain to a 95% confidence level that the %'s in these categories are within ±7% of the true value. O:\SurveySys\OrigDest&AccesEgress\14OD&CustSatSurvey\#TabulationsOD\Draft\[2014_OD_Srvy_Mode_of_Access_v1.xls]Mode_of_Access
Page 9 of 9 Mode-of-Egress by Alighting Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Sta Mile Fare A.M. Responses Within Drive pool pool Picked Rapid sit Private Other Code Station Name Line Post Zone Altgs %Altgs Total +/- 7%? Walk Bike Alone Driver Psngr Up Taxi Transit Bus Bus Boat Metra Other Downtown Stations 5000 Millennium Station Elec-ML 0.0 A 8,146 61% 5,006 Yes 79% 0% 3% 0% 0% 1% 2% 6% 7% 1% 0% 0% 0% 5008 Van Buren Street Elec-ML 0.8 A 3,865 47% 1,800 Yes 82% 0% 3% 0% 0% 1% 1% 3% 8% 2% 0% 0% 0% 5014 Museum Campus/11th Street Elec-ML 1.4 A 384 38% 144 Yes 62% 2% 5% 0% 0% 2% 1% 1% 25% 1% 0% 0% 1% 6000 LaSalle Street Station RI-Main 0.0 A 12,536 46% 5,809 Yes 82% 0% 2% 0% 0% 1% 2% 8% 3% 2% 0% 0% 1% 8000 Union Station SWS/Heritage/ 0.0 A 51,074 50% 25,579 Yes 81% 1% 1% 0% 0% 1% 2% 1% 7% 5% 0% 0% 1% BNSF/Milw- W/Milw- N/NCS 13000 Ogilvie Transportation Center UP-N/UP- 0.0 A 36,342 45% 16,502 Yes 82% 1% 1% 0% 0% 1% 3% 2% 6% 4% 0% 0% 1% NW/UP-W Electric District 1091 Stony Island Elec-SC 9.1 B 11 55% 6 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1097 Bryn Mawr Elec-SC 9.7 B 11 18% 2 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1103 South Shore Elec-SC 10.3 B 6 83% 5 No 60% 0% 20% 0% 0% 0% 0% 0% 0% 0% 0% 0% 20% 1109 Windsor Park Elec-SC 10.9 B 5 60% 3 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1115 Cheltenham, 79th St. No Data No Data No Data No Data 1120 83rd Street Elec-SC 12.0 B 10 10% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1125 87th Street Elec-SC 12.5 B 10 10% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1130 South Chicago, 93rd St. Elec-SC 13.0 B 44 50% 22 No 55% 0% 9% 0% 0% 23% 0% 0% 9% 0% 0% 0% 5% 4156 State Street No Data No Data No Data No Data 4160 Stewart Ridge No Data No Data No Data No Data 4167 West Pullman No Data No Data No Data No Data 4170 Racine Avenue No Data No Data No Data No Data 4179 Ashland Avenue 1 No Data No Data No Data No Data 4184 Burr Oak Elec-BI 18.4 D 2 100% 2 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 4189 Blue Island Elec-BI 38.0 D 6 50% 3 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 5022 18th Street Elec-ML 2.2 A 6 50% 3 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 5027 McCormick Place Elec-ML 2.7 A 63 25% 16 Yes 94% 0% 0% 0% 0% 0% 0% 6% 0% 0% 0% 0% 0% 5032 27th Street Elec-ML 3.2 A 40 53% 21 Yes 95% 0% 0% 0% 0% 0% 0% 0% 5% 0% 0% 0% 0% 5059 47th St., Kenwood Elec-ML 5.9 B 34 26% 9 No 44% 0% 0% 0% 0% 0% 0% 0% 56% 0% 0% 0% 0% 5065 53rd St., Hyde Park Elec-ML 6.5 B 134 63% 85 Yes 91% 1% 0% 0% 0% 0% 0% 0% 5% 2% 0% 1% 0% 5070 55th-56th-57th St. Elec-ML 14.0 B 607 39% 238 Yes 75% 0% 2% 0% 0% 1% 0% 0% 11% 9% 0% 0% 2% 5074 59th St., Univ. of Chicago Elec-ML 14.0 B 580 39% 227 Yes 70% 0% 2% 0% 0% 0% 0% 0% 19% 4% 0% 3% 2% 5079 63rd Street Elec-ML 16.0 B 10 300% 30 Yes 87% 0% 0% 0% 0% 3% 0% 0% 7% 0% 0% 3% 0% 5093 75th St., Grand Crossing Elec-ML 9.3 B 8 38% 3 No 33% 0% 0% 0% 0% 0% 0% 0% 33% 0% 0% 33% 0% 5100 79th St., Chatham Elec-ML 10.0 B 10 70% 7 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%
Page 1 of 8 Mode-of-Egress by Alighting Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Sta Mile Fare A.M. Responses Within Drive pool pool Picked Rapid sit Private Other Code Station Name Line Post Zone Altgs %Altgs Total +/- 7%? Walk Bike Alone Driver Psngr Up Taxi Transit Bus Bus Boat Metra Other 5104 83rd St., Avalon Park Elec-ML 10.4 C 4 175% 7 No 86% 0% 0% 0% 14% 0% 0% 0% 0% 0% 0% 0% 0% 5109 87th St., Woodruff Elec-ML 10.9 C 13 92% 12 No 75% 0% 0% 0% 0% 0% 0% 0% 25% 0% 0% 0% 0% 5114 91st St., Chesterfield No Data No Data No Data No Data 5120 95th St., Chicago State Univ. Elec-ML 12.0 C 22 41% 9 No 67% 0% 0% 0% 0% 11% 0% 0% 22% 0% 0% 0% 0% 5130 103rd St., Rosemoor Elec-ML 13.0 C 5 40% 2 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 5135 107th Street Elec-ML 13.5 C 1 100% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 5140 111th St., Pullman Elec-ML 14.0 C 5 100% 5 No 60% 0% 0% 0% 0% 0% 0% 0% 40% 0% 0% 0% 0% 5145 Kensington, 115th St. Elec-ML 30.0 C 162 17% 28 Yes 64% 0% 4% 0% 0% 14% 0% 0% 14% 0% 0% 4% 0% 5173 Riverdale Elec-ML 17.3 D 28 14% 4 No 75% 0% 0% 0% 0% 0% 0% 0% 25% 0% 0% 0% 0% 5182 Ivanhoe Elec-ML 18.2 D 34 18% 6 No 67% 0% 33% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 5190 147th St., Sibley Blvd. Elec-ML 19.0 D 36 42% 15 No 27% 0% 13% 7% 7% 33% 0% 0% 13% 0% 0% 0% 0% 5200 Harvey Elec-ML 20.0 D 74 26% 19 No 47% 0% 21% 0% 0% 0% 0% 0% 32% 0% 0% 0% 0% 5223 Hazel Crest Elec-ML 22.3 E 21 5% 1 No 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 100% 5228 Calumet Elec-ML 22.8 E 27 33% 9 No 44% 11% 33% 0% 0% 0% 0% 0% 11% 0% 0% 0% 0% 5235 Homewood Elec-ML 23.5 E 55 47% 26 No 38% 0% 15% 0% 4% 23% 0% 0% 19% 0% 0% 0% 0% 5249 Flossmoor Elec-ML 24.9 E 52 33% 17 No 65% 6% 12% 0% 0% 18% 0% 0% 0% 0% 0% 0% 0% 5266 Olympia Fields Elec-ML 26.6 F 15 53% 8 No 38% 0% 38% 0% 13% 0% 0% 0% 13% 0% 0% 0% 0% 5276 211th St., Lincoln Hwy. Elec-ML 27.6 F 47 30% 14 No 29% 0% 21% 0% 7% 7% 0% 7% 21% 7% 0% 0% 0% 5282 Matteson Elec-ML 28.2 F 9 67% 6 No 67% 0% 17% 0% 0% 17% 0% 0% 0% 0% 0% 0% 0% 5293 Richton Park Elec-ML 29.3 F 57 23% 13 No 46% 0% 23% 0% 0% 23% 0% 0% 0% 0% 0% 8% 0% 5315 University Park Elec-ML 31.5 G 69 30% 21 Yes 10% 5% 24% 0% 0% 19% 0% 0% 10% 24% 0% 0% 10% Rock Island District 6031 35th Street/“Lou” Jones/Bronzeville RI-Main 3.0 A 178 53% 94 Yes 69% 1% 0% 0% 0% 3% 0% 13% 13% 0% 0% 0% 1% 6098 Gresham RI-Main 9.8 B 19 16% 3 No 33% 0% 0% 0% 0% 33% 0% 0% 33% 0% 0% 0% 0% 6109 95th Street, Longwood RI-Main 10.9 C 8 13% 1 No 0% 0% 0% 0% 0% 0% 0% 0% 100% 0% 0% 0% 0% 6120 103rd St., Washington Hts No Data No Data No Data No Data 6157 Vermont St., Blue Island RI-Main 32.0 D 111 21% 23 No 61% 0% 0% 0% 0% 0% 0% 0% 4% 0% 0% 30% 4% 6172 Robbins RI-Main 17.2 D 4 50% 2 No 50% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 50% 6184 Midlothian RI-Main 18.4 D 21 67% 14 No 36% 0% 43% 0% 0% 14% 0% 0% 7% 0% 0% 0% 0% 6204 Oak Forest RI-Main 20.4 E 47 30% 14 No 43% 0% 29% 0% 0% 7% 0% 0% 21% 0% 0% 0% 0% 6235 Tinley Park RI-Main 23.5 E 26 23% 6 No 33% 0% 33% 0% 0% 17% 0% 0% 17% 0% 0% 0% 0% 6251 80th Avenue, Tinley Park RI-Main 25.1 E 50 58% 29 No 45% 3% 17% 0% 7% 21% 3% 3% 0% 0% 0% 0% 0% 6275 Hickory Creek RI-Main 27.5 F 45 38% 17 No 47% 12% 18% 0% 0% 12% 0% 0% 12% 0% 0% 0% 0% 6296 Mokena RI-Main 29.6 F 16 88% 14 No 21% 0% 29% 0% 0% 36% 14% 0% 0% 0% 0% 0% 0% 6340 New Lenox RI-Main 34.0 G 40 20% 8 No 13% 0% 38% 0% 13% 25% 13% 0% 0% 0% 0% 0% 0% 6402 Joliet RI-Main 40.2 H 140 46% 65 Yes 32% 2% 12% 0% 2% 14% 5% 0% 28% 3% 0% 0% 3%
Page 2 of 8 Mode-of-Egress by Alighting Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Sta Mile Fare A.M. Responses Within Drive pool pool Picked Rapid sit Private Other Code Station Name Line Post Zone Altgs %Altgs Total +/- 7%? Walk Bike Alone Driver Psngr Up Taxi Transit Bus Bus Boat Metra Other 7106 Brainerd RI-Main 10.6 C 8 25% 2 No 50% 0% 0% 0% 0% 0% 0% 0% 50% 0% 0% 0% 0% 7113 91st St., Beverly Hills No Data No Data No Data No Data 7117 95th St., Beverly Hills RI-Branch 11.7 C 14 64% 9 No 56% 0% 0% 0% 0% 11% 11% 0% 22% 0% 0% 0% 0% 7123 99th St., Beverly Hills RI-Branch 12.3 C 10 90% 9 No 56% 0% 22% 0% 0% 22% 0% 0% 0% 0% 0% 0% 0% 7128 103rd St., Beverly Hills RI-Branch 12.8 C 16 25% 4 No 25% 0% 0% 0% 0% 25% 25% 0% 25% 0% 0% 0% 0% 7133 107th St., Beverly Hills RI-Branch 13.3 C 3 100% 3 No 67% 0% 0% 0% 0% 33% 0% 0% 0% 0% 0% 0% 0% 7138 111th St., Morgan Park RI-Branch 13.8 C 20 70% 14 No 64% 0% 21% 0% 0% 7% 0% 0% 7% 0% 0% 0% 0% 7143 115th St., Morgan Park RI-Branch 14.3 C 5 20% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 7148 119th Street RI-Branch 14.8 C 10 10% 1 No 0% 0% 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 7152 123rd Street RI-Branch 15.2 D 2 50% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 7158 Prairie Street No Data No Data No Data No Data 7164 Vermont St., Blue Island RI-Branch 15.2 D 2 50% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% SouthWest Service 8112 Wrightwood SWS 11.2 C 17 6% 1 No 0% 0% 0% 0% 0% 0% 0% 100% 0% 0% 0% 0% 0% 8126 Ashburn SWS 12.6 C 11 9% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 8152 Oak Lawn SWS 15.2 D 46 43% 20 Yes 15% 0% 0% 0% 5% 15% 0% 0% 15% 30% 0% 5% 15% 8168 Chicago Ridge SWS 16.8 D 14 7% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 8182 Worth SWS 18.2 D 6 67% 4 No 75% 0% 0% 0% 0% 25% 0% 0% 0% 0% 0% 0% 0% 8192 Palos Heights SWS 19.2 D 13 15% 2 No 50% 0% 0% 0% 0% 50% 0% 0% 0% 0% 0% 0% 0% 8203 Palos Park SWS 20.3 E 17 18% 3 No 67% 0% 33% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 8236 Orland Park, 143rd St. SWS 23.6 E 11 109% 12 No 50% 0% 42% 0% 8% 0% 0% 0% 0% 0% 0% 0% 0% 8248 Orland Park, 153rd St. SWS 24.8 E 8 88% 7 No 43% 0% 14% 0% 29% 14% 0% 0% 0% 0% 0% 0% 0% 8289 Orland Park, 179th St. No Data No Data No Data No Data 8358 Laraway Road No Data No Data No Data No Data 8408 Manhattan No Data No Data No Data No Data Heritage Corridor 9119 Summit Heritage 11.9 C 3 33% 1 No 0% 0% 0% 0% 0% 100% 0% 0% 0% 0% 0% 0% 0% 9175 Willow Springs No Data No Data No Data No Data 9253 Lemont No Data No Data No Data No Data 9329 Lockport No Data No Data No Data No Data 9372 Joliet * No Data No Data No Data No Data BNSF Railway 10018 Halsted Street BNSF 1.8 A 35 100% 35 Yes 91% 0% 0% 0% 0% 0% 0% 0% 6% 3% 0% 0% 0% 10038 Western Avenue BNSF 3.8 A 35 83% 29 Yes 76% 3% 3% 0% 0% 3% 0% 0% 14% 0% 0% 0% 0% 10070 Cicero BNSF 7.0 B 28 54% 15 No 27% 7% 7% 0% 0% 0% 0% 0% 60% 0% 0% 0% 0% 10091 LaVergne BNSF 9.1 B 5 60% 3 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%
Page 3 of 8 Mode-of-Egress by Alighting Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Sta Mile Fare A.M. Responses Within Drive pool pool Picked Rapid sit Private Other Code Station Name Line Post Zone Altgs %Altgs Total +/- 7%? Walk Bike Alone Driver Psngr Up Taxi Transit Bus Bus Boat Metra Other 10096 Berwyn BNSF 9.6 B 49 65% 32 Yes 75% 0% 6% 0% 0% 3% 3% 0% 6% 3% 0% 0% 3% 10101 Harlem Avenue BNSF 10.1 B 31 45% 14 No 43% 0% 0% 0% 0% 14% 0% 0% 43% 0% 0% 0% 0% 10111 Riverside BNSF 11.1 C 92 33% 30 Yes 17% 3% 0% 3% 3% 0% 0% 0% 0% 50% 0% 0% 23% 10118 Hollywood (Zoo Stop) BNSF 11.8 C 5 20% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 10123 Brookfield BNSF 12.3 C 32 56% 18 No 44% 0% 6% 0% 0% 17% 6% 0% 22% 0% 0% 0% 6% 10131 Congress Park No Data No Data No Data No Data 10138 LaGrange Road BNSF 13.8 C 57 58% 33 Yes 61% 3% 0% 0% 9% 9% 0% 0% 15% 0% 0% 3% 0% 10142 LaGrange, Stone Ave. BNSF 14.2 C 27 37% 10 Yes 90% 0% 0% 0% 0% 10% 0% 0% 0% 0% 0% 0% 0% 10155 Western Springs BNSF 15.5 D 32 47% 15 No 67% 0% 13% 0% 0% 13% 0% 0% 0% 0% 0% 0% 7% 10164 Highlands BNSF 16.4 D 4 50% 2 No 50% 50% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 10169 Hinsdale BNSF 16.9 D 177 42% 75 Yes 60% 3% 3% 0% 5% 8% 12% 1% 4% 3% 0% 1% 0% 10178 West Hinsdale No Data No Data No Data No Data 10183 Clarendon Hills BNSF 18.3 D 20 80% 16 Yes 88% 6% 6% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 10195 Westmont BNSF 19.5 D 51 61% 31 Yes 29% 13% 6% 0% 3% 10% 10% 0% 29% 0% 0% 0% 0% 10204 Fairview Avenue BNSF 20.4 E 15 80% 12 Yes 92% 0% 8% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 10212 Downers Grove, Main St. BNSF 21.2 E 111 50% 55 Yes 42% 5% 9% 0% 2% 18% 7% 0% 15% 0% 0% 0% 2% 10226 Belmont BNSF 22.6 E 56 50% 28 No 39% 14% 7% 4% 7% 11% 0% 0% 0% 14% 0% 0% 4% 10245 Lisle BNSF 24.5 E 201 52% 104 Yes 22% 4% 3% 0% 3% 9% 4% 0% 43% 11% 1% 0% 1% 10285 Naperville BNSF 28.5 F 253 44% 111 Yes 23% 5% 15% 0% 5% 13% 5% 0% 21% 11% 0% 0% 4% 10316 Route 59 BNSF 31.6 G 130 58% 75 Yes 25% 3% 28% 3% 11% 15% 3% 0% 3% 4% 0% 1% 5% 10380 Aurora BNSF 38.0 H 154 46% 71 Yes 21% 1% 11% 1% 0% 21% 15% 1% 18% 1% 0% 4% 3% Union Pacific-West Line 11036 Kedzie UP-W 3.6 A 25 48% 12 No 75% 0% 0% 0% 0% 17% 0% 0% 8% 0% 0% 0% 0% 11085 Oak Park, Marion St. UP-W 8.5 B 166 37% 61 Yes 39% 2% 5% 0% 0% 5% 2% 25% 8% 8% 0% 0% 7% 11097 River Forest UP-W 9.7 B 17 29% 5 No 60% 0% 0% 0% 0% 0% 0% 0% 20% 0% 0% 0% 20% 11105 Maywood UP-W 10.5 C 11 9% 1 No 0% 0% 0% 0% 0% 100% 0% 0% 0% 0% 0% 0% 0% 11113 Melrose Park UP-W 11.3 C 14 29% 4 No 75% 0% 0% 0% 0% 0% 0% 0% 25% 0% 0% 0% 0% 11126 Bellwood UP-W 12.6 C 13 38% 5 No 80% 20% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 11143 Berkeley UP-W 14.3 C 16 44% 7 No 43% 0% 57% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 11157 Elmhurst UP-W 15.7 D 221 50% 110 Yes 40% 6% 12% 0% 3% 6% 5% 1% 6% 19% 0% 0% 1% 11178 Villa Park UP-W 17.8 D 56 50% 28 No 39% 0% 14% 0% 0% 36% 7% 0% 0% 0% 0% 4% 0% 11199 Lombard UP-W 19.9 D 74 46% 34 Yes 35% 18% 6% 0% 6% 18% 12% 3% 3% 0% 0% 0% 0% 11224 Glen Ellyn UP-W 22.4 E 132 42% 55 Yes 47% 0% 9% 2% 0% 15% 4% 0% 24% 0% 0% 0% 0% 11238 College Avenue UP-W 23.8 E 61 44% 27 No 56% 4% 15% 0% 0% 19% 0% 0% 7% 0% 0% 0% 0% 11250 Wheaton UP-W 25.0 E 189 39% 74 Yes 59% 1% 5% 0% 1% 5% 1% 1% 23% 1% 0% 0% 0% 11275 Winfield UP-W 27.5 F 64 63% 40 Yes 70% 3% 8% 0% 3% 13% 3% 0% 0% 0% 0% 3% 0%
Page 4 of 8 Mode-of-Egress by Alighting Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Sta Mile Fare A.M. Responses Within Drive pool pool Picked Rapid sit Private Other Code Station Name Line Post Zone Altgs %Altgs Total +/- 7%? Walk Bike Alone Driver Psngr Up Taxi Transit Bus Bus Boat Metra Other 11300 West Chicago UP-W 30.0 F 63 49% 31 Yes 26% 0% 16% 0% 0% 29% 6% 0% 3% 19% 0% 0% 0% 11355 Geneva UP-W 35.5 H 88 47% 41 Yes 24% 5% 27% 0% 0% 27% 7% 0% 7% 0% 0% 2% 0% 11409 La Fox UP-W 40.9 I 6 133% 8 No 13% 13% 25% 0% 0% 50% 0% 0% 0% 0% 0% 0% 0% 11436 Elburn UP-W 43.6 I 30 57% 17 No 24% 0% 24% 24% 0% 29% 0% 0% 0% 0% 0% 0% 0% Milwaukee District-West Line 12029 Western Avenue Milw-W/Milw- 2.9 A 318 42% 132 Yes 50% 5% 2% 1% 1% 6% 2% 0% 30% 2% 0% 1% 0% N/NCS 12065 Grand/Cicero Milw-W 5.9 B 14 71% 10 No 40% 10% 0% 0% 10% 0% 0% 0% 40% 0% 0% 0% 0% 12077 Hanson Park Milw-W 7.7 B 4 50% 2 No 50% 0% 0% 0% 0% 0% 0% 0% 50% 0% 0% 0% 0% 12086 Galewood Milw-W 8.6 B 24 50% 12 Yes 83% 0% 0% 0% 0% 0% 0% 0% 17% 0% 0% 0% 0% 12091 Mars Milw-W 9.1 B 3 67% 2 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 12095 Mont Clare Milw-W 9.5 B 10 50% 5 No 40% 0% 0% 0% 0% 20% 0% 0% 40% 0% 0% 0% 0% 12102 Elmwood Park Milw-W 10.2 C 25 44% 11 No 36% 9% 27% 0% 0% 0% 0% 0% 27% 0% 0% 0% 0% 12114 River Grove Milw-W/NCS 11.4 C 38 53% 20 Yes 25% 0% 15% 0% 0% 10% 0% 0% 45% 5% 0% 0% 0% 12132 Franklin Park Milw-W 26.0 C 65 43% 28 No 54% 4% 11% 0% 0% 7% 4% 4% 14% 0% 0% 0% 4% 12140 Mannheim Milw-W 14.0 C 8 13% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 12172 Bensenville Milw-W 17.2 D 83 33% 27 Yes 26% 15% 15% 0% 0% 22% 4% 0% 19% 0% 0% 0% 0% 12191 Wood Dale Milw-W 19.1 D 90 44% 40 Yes 35% 13% 23% 0% 3% 8% 10% 0% 5% 5% 0% 0% 0% 12210 Itasca Milw-W 21.0 E 74 54% 40 Yes 30% 15% 5% 0% 0% 15% 13% 0% 20% 0% 0% 0% 3% 12230 Medinah Milw-W 23.0 E 34 56% 19 No 42% 5% 21% 0% 0% 16% 16% 0% 0% 0% 0% 0% 0% 12239 Roselle Milw-W 23.9 E 90 44% 40 Yes 48% 3% 20% 0% 0% 20% 8% 0% 3% 0% 0% 0% 0% 12265 Schaumburg Milw-W 26.5 F 67 55% 37 Yes 14% 3% 41% 0% 3% 19% 5% 0% 8% 0% 0% 0% 8% 12284 Hanover Park Milw-W 28.4 F 60 53% 32 Yes 31% 3% 22% 3% 0% 25% 3% 0% 13% 0% 0% 0% 0% 12301 Bartlett Milw-W 30.1 F 42 36% 15 No 13% 7% 27% 0% 0% 40% 7% 7% 0% 0% 0% 0% 0% 12360 National Street Milw-W 36.0 H 40 23% 9 No 56% 0% 22% 0% 0% 0% 0% 0% 22% 0% 0% 0% 0% 12366 Elgin Milw-W 36.6 H 96 53% 51 Yes 35% 2% 8% 2% 0% 8% 6% 2% 33% 0% 0% 2% 2% 12398 Big Timber Road Milw-W 39.8 H 59 44% 26 Yes 15% 0% 23% 0% 4% 31% 19% 0% 4% 4% 0% 0% 0% Union Pacific-Northwest Line 13029 Clybourn UP-NW 2.9 A 316 49% 156 Yes 56% 3% 2% 0% 0% 3% 2% 1% 23% 3% 0% 5% 2% 13070 Irving Park UP-NW 7.0 B 63 41% 26 No 50% 4% 8% 0% 0% 12% 0% 0% 23% 0% 0% 4% 0% 13091 Jefferson Park UP-NW 9.1 B 125 50% 63 Yes 13% 0% 2% 0% 0% 2% 0% 24% 56% 0% 0% 2% 3% 13101 Gladstone Park 1 No Data No Data No Data No Data 13114 Norwood Park UP-NW 11.4 C 30 50% 15 No 47% 13% 20% 0% 0% 20% 0% 0% 0% 0% 0% 0% 0% 13126 Edison Park UP-NW 12.6 C 22 41% 9 No 56% 11% 11% 0% 0% 11% 0% 11% 0% 0% 0% 0% 0% 13135 Park Ridge UP-NW 13.5 C 104 47% 49 Yes 61% 8% 8% 0% 0% 8% 0% 0% 14% 0% 0% 0% 0% 13150 Dee Road UP-NW 15.0 C 42 29% 12 No 67% 8% 0% 8% 0% 17% 0% 0% 0% 0% 0% 0% 0%
Page 5 of 8 Mode-of-Egress by Alighting Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Sta Mile Fare A.M. Responses Within Drive pool pool Picked Rapid sit Private Other Code Station Name Line Post Zone Altgs %Altgs Total +/- 7%? Walk Bike Alone Driver Psngr Up Taxi Transit Bus Bus Boat Metra Other 13171 Des Plaines UP-NW 34.0 D 249 50% 125 Yes 32% 5% 6% 1% 2% 10% 3% 0% 34% 6% 0% 1% 2% 13186 Cumberland UP-NW 18.6 D 53 47% 25 No 40% 4% 8% 0% 4% 8% 0% 0% 32% 0% 0% 0% 4% 13200 Mount Prospect UP-NW 20.0 D 152 39% 60 Yes 30% 8% 10% 3% 0% 3% 5% 0% 38% 2% 0% 0% 0% 13228 Arlington Heights UP-NW 46.0 E 247 38% 94 Yes 56% 5% 13% 1% 0% 11% 4% 1% 4% 4% 0% 0% 0% 13244 Arlington Park UP-NW 24.4 E 176 43% 76 Yes 24% 4% 13% 1% 5% 13% 7% 0% 3% 28% 0% 0% 3% 13268 Palatine UP-NW 26.8 F 222 45% 99 Yes 30% 3% 25% 0% 1% 16% 6% 0% 1% 13% 0% 0% 4% 13319 Barrington UP-NW 31.9 G 188 33% 62 Yes 34% 6% 11% 2% 3% 15% 6% 0% 2% 19% 0% 0% 2% 13373 Fox River Grove UP-NW 37.3 H 26 35% 9 No 33% 11% 11% 0% 0% 22% 11% 0% 0% 11% 0% 0% 0% 13386 Cary UP-NW 38.6 H 37 41% 15 No 33% 0% 27% 7% 13% 20% 0% 0% 0% 0% 0% 0% 0% 13417 Pingree Road UP-NW 41.7 I 42 50% 21 No 33% 0% 52% 5% 0% 5% 5% 0% 0% 0% 0% 0% 0% 13432 Crystal Lake UP-NW 43.2 I 88 33% 29 No 21% 0% 17% 0% 0% 48% 10% 0% 0% 0% 0% 3% 0% 13516 Woodstock UP-NW 51.6 K 34 26% 9 No 67% 11% 11% 0% 0% 0% 0% 0% 0% 11% 0% 0% 0% 13631 Harvard UP-NW 63.1 M 23 83% 19 No 26% 0% 32% 5% 11% 11% 5% 0% 11% 0% 0% 0% 0% 14506 McHenry 3 No Data No Data No Data No Data Milwaukee District-North Line 15064 Healy Milw-N 6.4 B 33 85% 28 Yes 68% 0% 7% 0% 0% 0% 4% 4% 18% 0% 0% 0% 0% 15082 Grayland Milw-N 8.2 B 24 83% 20 No 60% 0% 0% 0% 0% 15% 0% 0% 25% 0% 0% 0% 0% 15090 Mayfair Milw-N 9.0 B 23 83% 19 No 42% 0% 11% 0% 0% 5% 0% 26% 16% 0% 0% 0% 0% 15102 Forest Glen Milw-N 10.2 C 21 57% 12 No 58% 8% 0% 0% 0% 17% 0% 0% 17% 0% 0% 0% 0% 15116 Edgebrook Milw-N 11.6 C 32 44% 14 No 43% 7% 7% 0% 7% 21% 0% 0% 7% 7% 0% 0% 0% 15143 Morton Grove Milw-N 14.3 C 110 55% 61 Yes 56% 5% 5% 0% 0% 18% 0% 0% 0% 16% 0% 0% 0% 15162 Golf Milw-N 16.2 D 20 100% 20 No 65% 0% 0% 0% 0% 10% 5% 0% 20% 0% 0% 0% 0% 15174 Glenview Milw-N 17.4 D 121 61% 74 Yes 57% 4% 7% 0% 0% 9% 4% 0% 14% 0% 0% 3% 3% 15188 Glen of North Glenview Milw-N 18.8 D 274 53% 145 Yes 37% 3% 5% 4% 1% 3% 1% 0% 22% 20% 0% 1% 3% 15211 Northbrook Milw-N 21.1 E 164 50% 82 Yes 48% 2% 11% 2% 2% 11% 12% 1% 1% 7% 0% 0% 1% 15230 Lake Cook Road Milw-N 23.0 E 622 58% 361 Yes 26% 2% 4% 1% 0% 2% 2% 1% 60% 2% 0% 0% 1% 15242 Deerfield Milw-N 24.2 E 124 88% 109 Yes 31% 6% 1% 0% 2% 10% 6% 0% 16% 24% 0% 1% 5% 15280 Lake Forest Milw-N 28.0 F 115 66% 76 Yes 14% 0% 4% 0% 0% 16% 4% 0% 4% 50% 0% 0% 8% 15355 Libertyville Milw-N 35.5 H 104 59% 61 Yes 26% 5% 7% 0% 7% 13% 15% 0% 7% 18% 0% 0% 3% 15392 Prairie Crossing Milw-N 39.2 H 44 59% 26 Yes 12% 4% 4% 0% 0% 15% 0% 0% 8% 46% 0% 8% 4% 15410 Grayslake Milw-N 41.0 I 32 38% 12 No 25% 8% 42% 0% 0% 25% 0% 0% 0% 0% 0% 0% 0% 15440 Round Lake Milw-N 44.0 I 16 38% 6 No 17% 0% 33% 0% 0% 33% 0% 0% 17% 0% 0% 0% 0% 15460 Long Lake No Data No Data No Data No Data 15478 Ingleside Milw-N 47.8 J 1 200% 2 No 50% 0% 0% 0% 0% 50% 0% 0% 0% 0% 0% 0% 0% 15495 Fox Lake Milw-N 49.5 J 13 92% 12 No 25% 0% 17% 0% 0% 50% 8% 0% 0% 0% 0% 0% 0% North Central Service
Page 6 of 8 Mode-of-Egress by Alighting Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Sta Mile Fare A.M. Responses Within Drive pool pool Picked Rapid sit Private Other Code Station Name Line Post Zone Altgs %Altgs Total +/- 7%? Walk Bike Alone Driver Psngr Up Taxi Transit Bus Bus Boat Metra Other 16130 Belmont Ave./Franklin Park NCS 13.0 C 11 64% 7 No 43% 14% 14% 0% 0% 29% 0% 0% 0% 0% 0% 0% 0% 16148 Schiller Park NCS 14.8 C 2 350% 7 No 43% 0% 57% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 16156 Rosemont NCS 15.6 D 28 82% 23 Yes 87% 0% 0% 0% 0% 0% 0% 0% 4% 9% 0% 0% 0% 16171 O'Hare Transfer NCS 17.1 D 133 61% 81 Yes 30% 5% 1% 0% 0% 9% 0% 0% 6% 28% 0% 1% 20% 16240 Prospect Heights NCS 24.0 E 26 62% 16 No 13% 0% 6% 0% 6% 38% 0% 0% 38% 0% 0% 0% 0% 16272 Wheeling NCS 27.2 F 33 55% 18 No 67% 11% 6% 0% 0% 11% 6% 0% 0% 0% 0% 0% 0% 16295 Buffalo Grove NCS 29.5 F 89 30% 27 Yes 26% 4% 15% 4% 0% 11% 0% 0% 7% 30% 0% 0% 4% 16316 Prairie View NCS 31.6 G 25 56% 14 No 64% 0% 14% 0% 0% 7% 14% 0% 0% 0% 0% 0% 0% 16330 Vernon Hills NCS 33.0 G 33 39% 13 Yes 0% 0% 0% 0% 0% 15% 46% 0% 8% 31% 0% 0% 0% 16369 Mundelein NCS 36.9 H 24 83% 20 Yes 15% 0% 0% 0% 0% 10% 10% 0% 5% 50% 0% 0% 10% 16407 Prairie Crossing/Libertyville NCS 40.7 H 30 60% 18 Yes 17% 0% 6% 0% 0% 0% 6% 0% 0% 56% 0% 6% 11% 16439 Washington St./Grayslake NCS 43.9 I 2 100% 2 Yes 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 16459 Round Lake Beach NCS 45.9 J 1 100% 1 No 100% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 16482 Lake Villa NCS 48.2 J 3 67% 2 No 0% 50% 50% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 16528 Antioch NCS 52.8 K 13 31% 4 No 25% 0% 50% 0% 25% 0% 0% 0% 0% 0% 0% 0% 0% Union Pacific-North Line 17029 Clybourn UP-N 2.9 B 192 39% 75 Yes 63% 5% 0% 0% 0% 7% 0% 0% 21% 1% 0% 3% 0% 17065 Ravenswood UP-N 6.5 B 147 44% 65 Yes 77% 3% 2% 0% 0% 2% 2% 5% 8% 0% 0% 2% 2% 17094 Rogers Park UP-N 9.4 B 74 45% 33 Yes 85% 0% 0% 0% 0% 3% 0% 3% 6% 0% 0% 3% 0% 17110 Main St., Evanston UP-N 11.0 C 44 48% 21 Yes 86% 0% 5% 0% 0% 5% 0% 5% 0% 0% 0% 0% 0% 17120 Davis St., Evanston UP-N 12.0 C 748 53% 394 Yes 85% 3% 0% 0% 0% 1% 0% 6% 4% 0% 0% 1% 0% 17133 Central St., Evanston UP-N 13.3 C 90 46% 41 Yes 83% 2% 0% 0% 2% 5% 0% 0% 2% 5% 0% 0% 0% 17144 Wilmette UP-N 14.4 C 187 38% 71 Yes 59% 6% 6% 0% 1% 6% 7% 0% 15% 0% 0% 0% 0% 17152 Kenilworth UP-N 15.2 D 22 41% 9 Yes 89% 0% 0% 0% 0% 0% 11% 0% 0% 0% 0% 0% 0% 17158 Indian Hill UP-N 15.8 D 18 178% 32 Yes 88% 0% 0% 0% 0% 0% 0% 0% 9% 3% 0% 0% 0% 17166 Winnetka UP-N 16.6 D 108 58% 63 Yes 67% 0% 6% 0% 2% 6% 3% 0% 8% 8% 0% 0% 0% 17177 Hubbard Woods UP-N 17.7 D 37 35% 13 Yes 92% 8% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 17192 Glencoe UP-N 19.2 D 105 57% 60 Yes 57% 3% 12% 2% 3% 2% 8% 0% 3% 10% 0% 0% 0% 17205 Braeside UP-N 20.5 E 217 41% 88 Yes 19% 5% 7% 3% 1% 1% 3% 0% 38% 20% 0% 0% 2% 17215 Ravinia UP-N 21.5 E 28 39% 11 No 55% 0% 27% 0% 9% 0% 0% 9% 0% 0% 0% 0% 0% 17230 Highland Park UP-N 23.0 E 257 54% 140 Yes 56% 3% 6% 0% 1% 7% 2% 0% 10% 11% 0% 1% 2% 17245 Highwood UP-N 24.5 E 50 46% 23 No 61% 4% 4% 0% 9% 4% 4% 0% 13% 0% 0% 0% 0% 17257 Fort Sheridan UP-N 25.7 F 40 40% 16 No 63% 0% 0% 0% 0% 25% 0% 0% 0% 6% 0% 0% 6% 17283 Lake Forest UP-N 28.3 F 352 47% 167 Yes 34% 1% 4% 1% 2% 6% 1% 0% 4% 46% 0% 1% 1% 17302 Lake Bluff UP-N 30.2 G 367 42% 154 Yes 6% 4% 4% 0% 3% 3% 1% 0% 0% 75% 0% 0% 5% 17322 Great Lakes UP-N 32.2 G 187 66% 123 Yes 41% 2% 2% 1% 0% 7% 1% 0% 3% 36% 0% 0% 7%
Page 7 of 8 Mode-of-Egress by Alighting Station; AM both directions 01/29/2015 Spring 2014 Origin-Destination Survey Station Percent of Survey Responses
Valid Survey Valid Car- Car- CTA Tran- Sta Mile Fare A.M. Responses Within Drive pool pool Picked Rapid sit Private Other Code Station Name Line Post Zone Altgs %Altgs Total +/- 7%? Walk Bike Alone Driver Psngr Up Taxi Transit Bus Bus Boat Metra Other 17332 North Chicago UP-N 33.2 G 93 73% 68 Yes 57% 0% 1% 0% 1% 4% 1% 0% 6% 26% 0% 0% 1% 17359 Waukegan UP-N 35.9 H 185 82% 152 Yes 34% 1% 12% 1% 3% 13% 9% 2% 20% 1% 0% 0% 5% 17421 Zion UP-N 42.1 I 15 67% 10 Yes 10% 0% 0% 0% 10% 10% 0% 0% 0% 70% 0% 0% 0% 17445 Winthrop Harbor No Data No Data No Data No Data 17516 Kenosha, Wisconsin UP-N 51.6 K 47 26% 12 No 25% 0% 8% 0% 0% 8% 8% 0% 0% 33% 0% 0% 17% 241 Stations Survey Totals 127,906 49% 62,282 Totals/Averages Weighted by Ridership 127,906 100% 127,906 77% 1% 2% 0% 0% 2% 2% 2% 7% 5% 0% 0% 1% Auto occupancy rate per car parked systemwide 1.106
South Shore 3190 Hegewisch SS 19.0 C 19 11% 2 No 0% 0% 0% 0% 0% 50% 0% 0% 50% 0% 0% 0% 0% * A.M. Heritage trains operate inbound only. Therefore Joliet alightings are not possible.
April-June 2014 Origin-Destination Survey w/ inbound & outbound, AM peak & AM off-peak, on-board.
Note on Shading and "Valid Within ±7%?" column: All rows that have a "No" in the "Valid Within ±7%?" column have been shaded via conditional formatting, while all rows with a "Yes" left unshaded. If the "Valid Within ±7%?" column indicates "Yes", the results for Walk, Drove Alone, and Drop Off are valid within ±7%. This means that we are certain to a 95% confidence level that the %'s in these categories are within ±7% of the true value. O:\SurveySys\OrigDest&AccesEgress\14OD&CustSatSurvey\#TabulationsOD\Draft\[2014_OD_Srvy_Mode_of_Egress_v1.xls]Mode of Egress
Page 8 of 8 Customer Satisfaction Study Metra Report: 2014
Appendix B: Sample 2014 Origin- Destination Survey
Page | B-1 Customer Satisfaction Study Metra Report: 2014 S E E T G D A A T T L E HE I S S T A O D M N P
E I C ESSA RY
F T I N E N O UN I L L GO I C A MA I CH I 984 7 Y 6 DDR ESSE E . A N O
BY T I D EP L 60680 - PA I R PE R M BE 5030
LL I L GO I L I A W A
A O X R ESS E M C T G A O IPS S N E / O B T S CH I M C P O CL ASS S I - P T R S I B U F
Page | B-2 Customer Satisfaction Study Metra Report: 2014
Page | B-3 Customer Satisfaction Study Metra Report: 2014
Appendix C: Sample 2014 Customer Satisfaction Survey
Page | C-1 Customer Satisfaction Study Metra Report: 2014
FOR DISCUSSION PURPOSES—CUSTOMER SATISFACTION SURVEY TEAM
Dear Customer,
Since Metra appreciates your patronage and values your opinions, we would like you to complete this Customer Satisfaction Survey. The information obtained from the survey will assist us in meeting our commitment to you to provide efficient and cost effective transportation.
[### CODING NOTE: CONDITIONAL TEXT BLOCK FOLLOWS. IF ID LOGIN IS FLAGGED TO INCLUDE THE DRAWING, THEN USE THE FOLLOWING TEXT:]
Please complete the Customer Satisfaction Survey. You can enter into a drawing to win a $20.00 Amazon gift certificate. Please complete the entry below.
CLICK HERE FOR TERMS AND CONDITIONS
END NOTE ###]
Thank you for your cooperation and for riding Metra.
[### CODING NOTE: START ACTUAL SURVEY ###]
PLEASE TELL US ABOUT YOUR EXPERIENCES WITH METRA:
1. How many trips would you estimate that
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Page | C-2 Customer Satisfaction Study Metra Report: 2014 you make on Metra in a typical month (Please count each inbound and each outbound trip separately)?
____ Trips in a typical month ____ I do not ride Metra in a typical month
SKIP Q#1 For passengers who indicated that they don’t ride Metra in a typical month Please estimate the number of times you rode Metra in the last twelve (12) months (Please count both inbound and outbound trips individually). ____ 40 times or more ____ 30-‐39 times ____ 20-‐29 times ____ 10-‐19 times ____ 5-‐9 times ____ 3-‐4 times ____ 1-‐2 times
2. How long have you been a regular passenger of Metra?
[### Coding Note: Some responses trigger SKIP Q#2A and/or B ###]
____ I am not a regular rider ____ Less than six months ____ 6 months to 1 year ____ 1 to 2 years ____ 3 to 4 years ____ 5 to 6 years ____ 7 to 8 years ____ 9 to 10 years ____ 11 to 20 years ____ More than 20 years
SKIP Q#2A FOR SHORT TERM OR INFREQUENT USERS (All others)
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Page | C-3 Customer Satisfaction Study Metra Report: 2014
Please rate the following service attributes:
Ease of obtaining travel and fare info ____ Exceeded my expectations ____ Met my expectations ____ Somewhat met my expectations ____ Failed to meet my expectations ____ Didn’t know what to expect
Ease of purchasing my ticket ____ Exceeded my expectations ____ Met my expectations ____ Somewhat met my expectations ____ Failed to meet my expectations ____ Didn’t know what to expect
Reliability of schedule ____ Exceeded my expectations ____ Met my expectations ____ Somewhat met my expectations ____ Failed to meet my expectations ____ Didn’t know what to expect
Station (Comfort/Safety/Cleanliness) ____ Exceeded my expectations ____ Met my expectations ____ Somewhat met my expectations ____ Failed to meet my expectations ____ Didn’t know what to expect
On Board (Comfort/Safety/Cleanliness) ____ Exceeded my expectations ____ Met my expectations ____ Somewhat met my expectations ____ Failed to meet my expectations ____ Didn’t know what to expect
Parking availability/cost ____ Exceeded my expectations ____ Met my expectations ____ Somewhat met my expectations ____ Failed to meet my expectations ____ Didn’t know what to expect
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Page | C-4 Customer Satisfaction Study Metra Report: 2014
SKIP Q#2B FOR LONG TERM USERS (With Metra more than one year) Please rate the following service attributes in considering changes since you first began traveling with Metra and today:
Service operating without delays ____ Better ____ No Change ____ Worse
Communications during service delays ____ Better ____ No Change ____ Worse
Ease of purchasing tickets ____ Better ____ No Change ____ Worse
Air quality on platforms ____ Better ____ No Change ____ Worse
3. Please confirm the type of Metra ticket you typically use? O ( ne answer only)
[### Coding Note: Some responses trigger SKIP 3 Q# and/or SKIP Q#4 ###]
____ Monthly pass (SEE SKIP #3) ____ Ten-‐ride ticket Number of 10-‐ride tickets purchased in typical month: ____ One ____Two ____Three or ore m ____ One-‐way ticket (SEE SKIP Q#3)
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Page | C-5 Customer Satisfaction Study Metra Report: 2014
Number on one-‐way tickets purchased in typical month ____ 1-‐5 ____ 6-‐10 ____ 11-‐20 ____21+ ____ Weekend pass (Triggers SKIP Q#4) ____ RTA Benefit Access Ride Free program
SKIP Q#3 For passengers who indicated they typically purchase Monthly or one-‐way tickets who have ridden for longer than -‐ one year (See ). Q#2
In the past, did you purchase 10-‐Ride tickets? ____ Yes [CODING NOTE: IF YES, THEN USE SKIP QUESTION BELOW ###] Did you stop purchasing -‐ 10 Ride tickets when the discount was eliminated? ____ Yes ____No ____ No ____ Can’t recall
4. In the past year, what other ticket types have you used? (Check all that apply)
[### Coding Note: Some responses trigger SKIP Q#4 ###]
____ Monthly ____ 10-‐ride ____ One-‐way ____ Weekend Pass (Triggers SKIP #4) ____ I never purchase other Metra ticket types
SKIP Q#4 For passengers who answer a Weekend Pass on Question 3 or Question 4):
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Page | C-6 Customer Satisfaction Study Metra Report: 2014
How many times did you purchase a Weekend Pass in the past year? ______
How many one-‐way trips did you typically take during the weekend while using your Weekend Pass? (Count travel to and travel from a destination separately.) _____ 4 or more _____ 3 _____ 2 _____ 1
Which day(s) did you use your Weekend Pass? ____ Saturday only ____ Sunday only ____ Both Saturday and Sunday
Did the availability of a discounted Weekend Pass influence your decision to use Metra? ____ Yes ____ No
5. Do you typically purchase your ticket through any type of reduced fare program? (Senior, disability, U.S. Military, student)
____ Yes ____ No ____ Don’t know
6. Do you typically purchase your ticket through a -‐ pre tax or employer paid Commuter Transit Benefit program? (RTA, Wageworks, ADP, other)
[### Coding Note: Some responses trigger SKIP Q#5 ###]
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Page | C-7 Customer Satisfaction Study Metra Report: 2014
____ Yes ____ No ____ Don’t know (SEE SKIP Q#5)
SKIP Q#5 For those answering “No “ or “Don’t know” to Transit Benefit Q. Does your employer offer a transit benefit program to help you save on the cost of your transit? ____ Yes ____ No ____ Don’t know
7. If you typically drive alone or carpool/vanpool to your origin station, how do you pay for the parking at the station?
____ Monthly pass $______Quarterly Pass $______Daily Cash $______Daily Credit/Debit pay $______Daily pay via phone $______Park offsite in a nearby private lot or side street and pay ____ Free parking ____ Don’t drive alone or carpool and park ____ Other: ______
8. If you typically take CTA or Pace to your ORIGIN station how do you pay the fare?
____ Don’t take CTA or Pace ____ Ventra Card ____ CTA/Pace Link-‐up ____ Pace PlusBus pass ____ Other: ______
9. If you typically use CTA or Pace to get your ultimate DESTINATION from Metra how do you pay the fare?
____ Don’t take CTA or Pace
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Page | C-8 Customer Satisfaction Study Metra Report: 2014
____ Ventra Card ____ CTA/Pace Link-‐up ____ Pace PlusBus pass ____ Other: ______
10. Do you have usually a car available to you when you ride Metra?
[### Coding Note: Some responses trigger SKIP Q#7 ###]
____ Yes ____ No
SKIP Q #7 FOR PASSENGERS WHO INDICATE THAT THEY HAVE A CAR AVAILABLE
Considering your cost, reliability, and comfort, what is your overall travel mode preference: ____ Metra ____ Driving ____ Other______
11. Consider your usual activity and your Metra experience: a. I take an earlier train to allow for possible delays ____ Never ____ At times ____ Often ____ Always b. I go to the same work location every workday ____ Never ____ At times ____ Often ____ Always ____ Not Applicable
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Page | C-9 Customer Satisfaction Study Metra Report: 2014 c. I read Metra’s passenger newsletter, “On the Bi-‐level” ____ Never ____ At times ____ Often ____ Always d. I travel earlier than needed in order to find station parking ____ Never ____ At times ____ Often ____ Always ____ Not Applicable e. I use the station nearest my home
[### Coding Note: Some responses trigger SKIP Q#8 ###]
____ Never ____ At times ____ Often ____ Always
SKIP Q#8 For passengers who answered “Never” or “At times” about using the station nearest their home. I don’t use the station nearest my home because: (Check all that apply) ____ Parking is better at my boarding station ____ I need to run errands and my boarding station is more convenient ____ Boarding station is in a lower fare zone ____ Boarding station is easier to access ____ Boarding station has a ticket agent ____ Schedule at boarding station better meets my needs ____ I need to accommodate travel needs of others
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Page | C-10 Customer Satisfaction Study Metra Report: 2014
____ I feel more comfortable using this boarding station ____ Other______
f. My car is safe in the parking lot at my station ____ Never ____ At times ____ Often ____ Always ____ Not Applicable g. Stations agents are good ambassadors for Metra ____ Never ____ At times ____ Often ____ Always ____ Not Applicable
h. Signage to/from connecting buses/taxis is clear and understandable ____ Never ____ At times ____ Often ____ Always ____ Not Applicable i. Bicycle parking at my station is readily available ____ Never ____ At times ____ Often ____ Always ____ Not Applicable j. Quiet cars on my train are respected ____ Never ____ At times ____ Often ____ Always
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Page | C-11 Customer Satisfaction Study Metra Report: 2014
____ Not Applicable k. Bicycles on my train are neatly stowed
____ Never ____ At times ____ Often ____ Always ____ Not Applicable l. Conductors on my train are good ambassadors for Metra
____ Never ____ At times ____ Often ____ Always ____ Not Applicable m. Conductors on my train are diligent about collecting fares
____ Never ____ At times ____ Often ____ Always ____ Not Applicable
12. Please share specific comments (compliments, complaints, recommendations) about your activity and Metra experience: (Limit to 180 characters) ______
13. Please indicate whether you agree or disagree with the following statements: a. I sometimes telecommute ____ Yes
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Page | C-12 Customer Satisfaction Study Metra Report: 2014
____ No ____ Not Applicable b. I work flex hours ____ Yes ____ No ____ Not Applicable c. I work a compressed work week (3 or 4-‐day work week) ____ Yes ____ No ____ Not Applicable d. I am able to leave work early on Fridays (June-‐August) ____ Yes ____ No ____ Not Applicable e. I drive instead of riding Metra when I work late or have evening plans ____ Yes ____ No ____ Not Applicable f. I would travel on weekdays in nonpeak hours (9am-‐3pm) if discounted fare offered ____ Yes ____ No ____ Don’t Know g. I base my travel choices on environmental concerns ____ Yes ____ No h. Cost savings is the primary reason I use Metra ____ Yes ____ No i. I would drive if downtown parking were not so expensive
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Page | C-13 Customer Satisfaction Study Metra Report: 2014
____ Yes ____ No ____ Don’t Know ____ Not Applicable j. I chose my home location in part on nearness and access to Metra ____ Yes ____ No k. I would use Metra more if I could print my own -‐ one way ticket ____ Yes ____ No ____ Don’t Know l. I would prefer mobile phone ticketing instead of paper ticket purchases ____ Yes ____ No ____ Don’t Know m. My Smartphone serves my on-‐line needs while on Metra ____ Yes ____ No ____ Not Applicable n. I would follow Metra on social media such as Facebook ____ Yes ____ No ____ Don’t Know o. If I need it, Chicago’s Divvy (blue) bike sharing offers an attractive connecting option for me ____ Yes ____ No ____ Don’t Know p. If I need a car during mid-‐day, carshare programs (Enterprise CarShare or Zipcar) would appeal to me
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Page | C-14 Customer Satisfaction Study Metra Report: 2014
____ Yes ____ No ____ Don’t Know
14. If you would like to share additional input, please elaborate on any of your responses to Question 13: (Limit to 180 characters) ______
COMMUNICATING WITH METRA:
15. I have visited Metra’s website in the last six months ____Yes (IF YES, SKIP BELOW) ____No SKIP FOR THOSE ANSWERING YES Is Metra’s website easy to read? ____ Yes ____ No Is Metra’s website easy to navigate? ____ Yes ____ No Is information on Metra’s website timely? ____ Yes ____ No Is information on Metra’s website easy to understand? ____ Yes ____ No Is information on Metra’s website easy to find? ____ Yes ____ No
16. What primary information source do you typically rely on for learning about train times, station /parking, location fare
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Page | C-15 Customer Satisfaction Study Metra Report: 2014 and other routine Metra information? (Select one answer only.)
____ metrarail.com ____ printed train schedule ____ RTA information -‐ 836 7000 ____ Station posters/info ____ Friends, relatives or co-‐workers ____ On-‐board conductors ____ Metra Passenger Service -‐ 322 6777 ____ Station agents ____ ”On the -‐ Bi Level” newsletter ____ Other, please specify ______
17. During delays, what is your preferred source for up-‐to-‐date information?
____metrarail.com ____e-‐mail alerts ____Metra Twitter alerts ____On board announcements ____RTA information 836-‐7000 ____Metra Passenger Service 322-‐6777 ____Friends, relatives or co-‐workers ____ Station announcements ____Local media alerts via radio, TV and/or on-‐line news, Source: ______Other, please specify: ______
18. When traveling aboard Metra, what communication devices to you typically use? (Select all that apply)
____ None ____ Smartphone ____ E-‐Reader ____ Cell phone ____ Laptop/Tablet PC [### CODING NOTE: If “Yes” to “Laptop/Tablet PC, THEN ask: ###]
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Page | C-16 Customer Satisfaction Study Metra Report: 2014
Can you access a cellular data network? ____ Yes ____ No ____ Other ______
19. Which Social Media platforms do you currently use:
Facebook ____ Yes ____ No
Pinterest ____ Yes ____ No
LinkedIn ____ Yes ____ No
Twitter ____ Yes ____ No
YouTube ____ Yes ____ No
Other:______
20. I am signed-‐up for Metra service alerts via:
[### Coding Note: Some responses trigger SKIP Q#12 ###]
____ e-‐mail ____ Twitter ____ Not signed up
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Page | C-17 Customer Satisfaction Study Metra Report: 2014
SKIP Q#12 Do you find Metra’s service alerts helpful? ____ Yes ____ No (Check all that apply) [### CODING NOTE: IF “NO” ABOVE, THEN ASK: ###] ____They are not clear ____ They arrive too late to help me ____ I get too many ____ I only want to get alerts that pertain to my train ____ Other ______
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Page | C-18 Customer Satisfaction Study Metra Report: 2014
SATISFACTION RANKINGS: Think about the last few trips you took on Metra and please indicate your satisfaction with the following features using a scale of 1-‐10. If the question does not apply to you, enter “Not Applicable.”
21. Getting to destination on time ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not ApplicableVery Satisfied
22. The number of scheduled trains in rush hour ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
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Page | C-19 Customer Satisfaction Study Metra Report: 2014
23. The number of scheduled trains in non-‐rush hour ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
24. Total travel time for your trip ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
Safety 25. How safely the train is operated ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
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Page | C-20 Customer Satisfaction Study Metra Report: 2014
26. Personal safety onboard the train ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
27. Personal safety at boarding station ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
28. Personal safety at destination station ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
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Page | C-21 Customer Satisfaction Study Metra Report: 2014
29. Security of purchasing tickets on-‐line ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
Information 30. Availability of information at metrarail.com ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
31. Availability of service/route information ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
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Page | C-22 Customer Satisfaction Study Metra Report: 2014
32. Clarity of signage at station ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
33. Notification of service changes ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
34. On-‐board announcement of stations while riding ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
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Page | C-23 Customer Satisfaction Study Metra Report: 2014
35. On-‐board communications during service delays ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
36. Announcements of delays at station ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
Cleanliness and Comfort 37. Cleanliness of boarding station ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
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Page | C-24 Customer Satisfaction Study Metra Report: 2014
38. Cleanliness of destination station ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
39. Cleanliness on-‐board train ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
40. Comfortable temperature on train ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
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Page | C-25 Customer Satisfaction Study Metra Report: 2014
41. Availability of seats on train ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
42. Comfort while waiting at station ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
Personnel 43. On-‐board personnel knowledge of system to assist me ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
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Page | C-26 Customer Satisfaction Study Metra Report: 2014
44. Station personnel knowledge of system to assist me ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
45. Station personnel courtesy at station ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
46. On-‐board personnel courtesy ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
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Page | C-27 Customer Satisfaction Study Metra Report: 2014
Value 47. Value of service for fare paid ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 ____ Not Applicable Very Satisfied
Overall 48. METRA OVERALL ____ 1 ____ 2 ____ 3 Very Dissatisfied ____ 4 ____ 5 ____ 6 Dissatisfied ____ 7 ____ 8 ____ 9 Satisfied ____ 10 Very Satisfied ____ Not Applicable
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Page | C-28 Customer Satisfaction Study Metra Report: 2014
REGIONAL SATISFACTION:
Please consider your ability to move throughout the Chicago region, using any and all of the available public transportation options (CTA, Pace, Metra) and indicate your overall regional satisfaction using the 1 to 10 scale. If the question does not apply to you, please select “Not applicable.”
49. Availability of public transportation throughout the six-‐county Chicago Region when and where you need to travel ______1 ____ Very Dissatisfied ____ 2 ____ 3 ____ 4 Dissatisfied ____ 5 ____ 6 ____ 7 Satisfied ____ 8 9 ____ Very Satisfied 10 Not Applicable 50. Ease of transferring to other transit services ______1 ____ Very Dissatisfied ____ 2 ____ 3 ____ 4 Dissatisfied ____ 5 ____ 6 ____ 7 Satisfied ____ 8 ____ 9 Very Satisfied 10 Not Applicable
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Page | C-29 Customer Satisfaction Study Metra Report: 2014
51. Coordination of schedules among Metra, CTA, Pace ______1 ____ Very Dissatisfied ____ 2 ____ 3 ____ 4 Dissatisfied ____ 5 ____ 6 ____ 7 Satisfied ____ 8 ____ 9 Very Satisfied 10 52. Ease Not of Applicable paying for transfers ______1 ____ Very Dissatisfied ____ 2 ____ 3 ____ 4 Dissatisfied ____ 5 ____ 6 ____ 7 Satisfied ____ 8 ____ 9 Very Satisfied 10 Not Applicable 53. Signage directing you to Pace or CTA from Metra ______1 ____ Very Dissatisfied ____ 2 ____ 3 ____ 4 Dissatisfied ____ 5 ____ 6 ____ 7 Satisfied ____ 8 ____ 9 Very Satisfied 10 Not Applicable
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Page | C-30 Customer Satisfaction Study Metra Report: 2014
54. Availability of parking when using public transit ______1 ____ Very Dissatisfied ____ 2 ____ 3 ____ 4 Dissatisfied ____ 5 ____ 6 ____ 7 Satisfied ____ 8 ____ 9 Very Satisfied 10 55. Travel Not informati Applicableon obtained through the on-‐line RTA regional trip planner ______1 ____ Very Dissatisfied ____ 2 ____ 3 ____ 4 Dissatisfied ____ 5 ____ 6 ____ 7 Satisfied ____ 8 ____ 9 Very Satisfied 10 56. InformationNot Applicable and service received from the regional RTA Travel Information Center ______1 ____ Very Dissatisfied ____ 2 ____ 3 ____ 4 Dissatisfied ____ 5 ____ 6 ____ 7 Satisfied ____ 8 ____ 9 Very Satisfied 10 Not Applicable
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Page | C-31 Customer Satisfaction Study Metra Report: 2014
57. Overall satisfaction with public transportation in the SIX-‐COUNTY CHICAGO REGION ______1 ____ Very Dissatisfied ____ 2 ____ 3 ____ 4 Dissatisfied ____ 5 ____ 6 ____ 7 Satisfied ____ 8 ____ 9 Very Satisfied 10 58. How Not likely Applicable are you to recommend Metra to others? ______1 ____ Very Unlikely ____ 2 ____ 3 ____ 4 Unlikely ____ 5 ____ 6 ____ 7 Likely ____ 8 ____ 9 Very Likely 10 59. How Not does Applicable Metra meet your expectations overall? ______1 Falls Very Short of ____ 2 Expectations ____ 3 ____ 4 Falls Short of ____ 5 Expectations ____ 6 ____ 7 Meets Expectations ____ 8 ____ 9 Exceeds Expectations 10 Not Applicable
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Page | C-32 Customer Satisfaction Study Metra Report: 2014
60. Please rank your top three reasons for traveling with Metra (In order of importance, #1 is top, #2 is second and #3 is third.)
[### CODING NOTE: RANDOMIZE ORDER IN WHICH RESPONSES DISPLAY FOR EACH USER. ###]
____ Cost savings ____ Reliability of service ____ Time Savings ____ Avoid road congestion ____ I enjoy the social time ____ Environmental concern ____ I enjoy relaxing ____ I use the time to work/read/nap ____ Safety ____ Convenience ____ Less stress ____ It’s my only travel option ____ It’s my preferred travel option ____ Other ______
PLEASE TELL US ABOUT YOURSELF. The demographic information you provide will be used to help Metra provide service in an equitable manner, as required by Federal Law. Metra respects your privacy and assures you that all personal information will be kept strictly confidential.
61. Are you? ____ Male ____ Female
62. What is your age category? ____ Under 18 ____ 18-‐24 ____ 25-‐29
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Page | C-33 Customer Satisfaction Study Metra Report: 2014
____ 30-‐34 ____ 35-‐39 ____ 40-‐44 ____ 45-‐49 ____ 50-‐54 ____ 55-‐59 ____ 60-‐64 ____ 65 or over
63. What is the highest level of education you have completed? ____ Some high school or less ____ High school graduate ____ Some college or technical school ____ College graduate ____ Post graduate degree
64. What is your current employment status? ____ Employed full-‐time ____ Employed part-‐time ____ Homemaker ____ Retired ____ Student ____ Currently not employed ____ Other ______
65. Which of the following categories best describes your ethnic background? (Check all that apply.) ____ White/Caucasian ____ Asian/Pacific Islander ____ Black/African-‐American ____ Hispanic/Latino ____ Other ______
66. Thinking about your entire household, how many People live in your household, including you? ______Children under 18 years of age live in your household? ______
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Page | C-34 Customer Satisfaction Study Metra Report: 2014
Employed persons live in your household? ______
67. What is your household’s approximate annual income? ____ Less than $15,000 ____ $15,000 -‐ $24,999 ____ $25,000 -‐ $39,999 ____ $40,000 -‐ $59,999 ____ $60,000 – $74,999 ____ $75,000 -‐ $99,999 ____ $100,000 -‐ $124,999 ____ $125,000 -‐ $149,999 ____ $150,000 – $199,999 ____ $200,000 and above
68. What language do you most often speak at home? (Please check one only) ____ English ____ Spanish ____ Polish ____ Chinese ____ Korean ____ Tagalog ____ Russian ____ Other ______
69. How well do you speak English? ____ Very well ____ Well ____ Not well ____ Not at all
70. Metra continues to seek input about our service. If you would like e to participat in such research, lease p provide your -‐ e mail: ______@______Your email will not be shared with any other entity for any purpose.
71. COMMENTS. Please share any final comments you wish about your
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Page | C-35 Customer Satisfaction Study Metra Report: 2014 experiences with Metra. (Limit 180 characters.) ______
Thank you for your assistance in this important research project.
[### CODING NOTE: IF ID LOGIN IS FLAGGED TO INCLUDE THE DRAWING, THEN INCLUDE THE FOLLOWING DRAWING ENTRY MODULE:]
ENTER THE DRAWING FOR A $20.00 AMAZON GIFT CARD! AN ESTIMATED ONE IN EVERY 20 ENTRIES WILL WIN!
So we can notify you if you’re a winner, we require the following information:
Name: ______Street: ______City: ______State: ______Zip: ______
Daytime phone: ______Evening phone: ______
______@______The personal information you provide is solely for notification of drawing winners and will not be shared with any other entity for any purpose.
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Entries for this drawing must be completed before [Date TBD]. Winners will be drawn on [Date TBD]
CLICK HERE FOR TERMS AND CONDITIONS
[END DRAWING ENTRY MODULE ###]
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Did you already complete and submit the Origin Destination Survey which you received while traveling aboard (Train #, Rail Line)?
____ Yes ____ No
[### CODING NOTE: IF “NO”, AFTER THE USER HAS COMPLETED THE CUSTOMER SATISFACTION SURVEY AND ENTERED THE DRAWING (OR DECLINED) THEN PRESENT THE QUESTION:]
Please click here to complete this short survey:
[### BUTTON] OK [###]
[### IF THEY CLICK ‘OK’ THEN ROUTE THEM TO THE “ORIGIN DESTINATION SURVEY” MODULE WHICH FOLLOWS. ###]
ORIGIN DESTINATION SURVEY MODULE
(Questions as of 3/7/14)
Dear Customer, Metra appreciates and values your opinions. The answers you provide will help us update information about our customers’ travel patterns.
Thank you for your cooperation and thank you for choosing Metra!
1A. Which rail line do you ride? [### Coding Note:
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INSERT PULL-‐DOWN LIST OF METRA ROUTES. ###]
1B. Which station is your boarding station? [### Coding Note: INSERT PULL-‐DOWN STATION NAME LIST BASED ON ROUTE THAT WAS SELECTED IN QUESTION #1A. Metra Electric Line stations provided as an example. ###]
____ University Park ____ Richton Park ____ Matteson ____ 211th St. (Lincoln Hwy.) ____ Olympia Fields ____ Flossmoor ____ Homewood ____ Calumet ____ Hazel Crest ____ Harvey ____ 147th St. (Sibley Blvd.) ____ Ivanhoe ____ Riverdale ____ Kensington (115th St.) ____ 111th St. (Pullman) ____ 107th St. ____ 103rd St. (Rosemoor) ____ 95th St. (Chicago St. Univ.) ____ 91st St. (Chesterfield) ____ 87th St. (Woodruff) ____ 83rd St. (Avalon Park) ____ 79th St. (Chatham) ____ 75th St. (Grand Crossing) ____ 63rd St.
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____ 59th St. (Univ. of Chicago) ____ 55th – 56th – 57th St. ____ 53rd St. (Hyde Park) ____ 47th St. (Kenwood) ____ 27th St. ____ McCormick Place ____ 18th St. ____ Museum Campus / 11th Street ____ Van Buren St. ____ Millennium Station
2. What time was THIS train scheduled to LEAVE your boarding station? ____:____ ☐ AM ☐PM
3. At what destination station will you get OFF THIS train? [### Coding Note: INSERT LAST (TERMINAL] STATION FROM STATION LIST FOR THIS LINE BASED ON ROUTE WHERE THIS ID WAS DISTRIBUTED ###] ____ Other (Please specify): ______
4. Where did you start THIS trip to your boarding station? ____ Your home ____ Work ____ School ____ Business related to work ____ Other
5. Please provide the city and location of
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the place where you began your trip to THIS Metra station: (Responses are confidential and are used ONLY to determine how riders travel to and from stations.) City ______Zip _ _ _ Postal address (enter street number and ): name ______OR Nearest intersection (enter two street ): names Cross street ______& Cross street 2 ______
6. How did you get to THIS Metra station? (ONE R ESPONSE ONLY.) ____ Walked all of the way ____ Drove alone and parked ____ Got dropped off ____ Carpooled as driver ____ Carpooled as passenger ____ Transferred from another Metra train (Line): ______Pace bus (Route #): ______CTA bus (Route #): ______CTA rapid transit (Route color): ______Private shuttle bus/van ____ Bicycle ____ Other (Please specify): ______
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7. What type of Metra ticket are you using for THIS trip? ____ Monthly ____ Ten-‐ride ____ One-‐way ____ Other
8. How did you pay for your ticket? (ONE R ESPONSE ONLY.) ____ Cash ____ Personal check ____ Credit/debit card ____ RTA transit benefit (FareCheck/Debit Card) ____ Other transit benefit (WageWorks, Wired Commute, etc.) ____ Other (Please specify): ______
9. Where did you purchase the ticket that you used for THIS trip? (ONE R ESPONSE ONLY.) ____ Agent at a downtown Chicago station ____ Agent at a station outside of downtown Chicago ____ From a conductor on the train ____ Through Ticket-‐By-‐Mail ____ Through Ticket-‐By-‐Internet ____ Directly through a commuter transit benefit program (WageWorks, Wired Commute, etc.) ____ Station vending machine – CASH ____ Station vending machine –
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CREDIT/DEBIT ____ Other (Please specify): ______
10. How will/did you get to your final destination from the Metra station today? (ONE R ESPONSE ONLY.) ____ Walk all the way ____ CTA bus (Route #): ______CTA rapid transit (Route color): ______Private shuttle bus/van ____ Taxi ____ Pace bus (Route #): ______Water taxi ____ Get picked up ____ Drive ____ Carpool, as driver ____ Carpool as passenger ____ Transfer to another Metra train (Line): ______Bicycle ____ Other (Please specify): ______
11. Where will you go after getting off THIS train? (ONE R ESPONSE ONLY.) ____ Work ____ School ____ Business related to work ____ Medical/dental appointment ____ Personal business ____ Shopping
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____ Entertainment, visiting, recreation ____ Other
12. Based on your answer to Question 11, please provide the city and location of your final destination (not the train station) of THIS trip. City ______Zip _ _ _ Postal address (enter street number and ): name ______OR Nearest intersection (enter two street names): Cross street ______& Cross street 2 ______
Thank you for your assistance in this important research project.
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